Photo from postnord.se
Background
PostNord is a logistics company operating in Sweden, Norway, Finland, and Denmark which serves both businesses and private individuals. Due to the wide customer base, PostNord launched their online portal so business can manage, track and book services that PostNord offers.
I was assign to redesign Claims Business which is a feature in the portal where users can create a claim for damaged parcels, missing items, delays and other. All claims cases are then reviewed by PostNord agents which will be decided if it will be approved with compensation, or rejected which means no compensation.
The redesign is aimed to align the new brand strategy of PostNord and also to simplify the process of creating, and managing claims. This is because our users were complaining why the claims they created were rejected, and also  they are unsure what to do to have their claims approved. This leads to uncertainty on how to do it better next time and also leaves them no reasons to give to their customers why no refund can be given. It would be be better if the app can assist the user to guide them on creating and managing claims.
Problem
There has been some issues that needs to be addressed in the redesign but here are worth noting:
Issues on claims creation - The old claims business seems to get a lot customer complaints because their parcel claims get rejected even if they submitted a lot of proof that it was PostNord team's fault. 
Issues on claims management - managing submitted claims has been problematic to the users because they can’t track claims that needed attention.
Goal
Improve the experience on Claims business by focusing on user’s need when managing and creating claims in the Portal.
Roles, responsibilities, and teammates
As part of a UX team, I helped out on UX Research and was responsible for the Interaction Design. I collaborated frequently with my UX team, Product Owner, Business stakeholders, and the QA tester.
Process
The process was iterative and merges within discovery, research, design, and validation.
Discover​​​​​​​
As guide, below is the flow of a user of Claims Business. The user here is a customer service agent who handles parcel claims from their customers. Let’s say a customer orders in H&M, then PostNord delivers the product, once the product is delivered, for any issues of the product the customer will contact H&M customer service. If the customer service thinks that PostNord is held liable on the issue, then he/she will create a claim in Claims Business in PostNord Portal and will like request a compensation for damages.
Based on the collaboration with different stakeholders and the requirements gathered, the following problems need to be addressed by the UX team:
• The redesign should address the needs of the user but keep elements familiar for common users.
• Assist users on making a claim to increase chances of getting approved.
• Align the design of the new branding of PostNord.

Old version of the Claims Business
Below are screenshots of the old Claims Business. As you can see, there are areas that can be improved to assist users in managing claims.
Research
Based on the problems, the following Research Questions were formulated:
• How to improve and simplify claims creation?
• How to assist users in managing claims, especially for follow-ups?
• How to aide users when their claim is rejected?
In order to answer the research questions, the following UX research methods were conducted: 
• Gather customer service calls related to Claims Business
• Interview users and gather insights
• Persona creation
• Usability testing (future)
Gather customer service calls related to Claims Business
I talked to customer service to ask about calls from our customers and I found some that needs to be address in the new design. One of which is that their claims compensation gets rejected because they don’t know what document or photo they have uploaded already which makes them to upload any document when the agent assigned to review asks for more proof. 
Persona creation
This method showed that the users are, most of the time, handling different tasks at a time which requires less time to focus on one and their goals as customer service agents.
Journey map
This method showed the user wanted to please their customers and, as much as possible, with a good news on approved compensation. If compensation is not possible, in the case of rejected claims, a reason for getting rejected would suffice so the user can explain to their customer the reason why a refund is not possible.
Answering the questions raised in defining the problem:
• How to improve and simplify claims creation?
In order to assist the user on making a claim, it is imperative to be able to auto-fill as much data as possible and define clearly what they needed to do in order to increase chances of getting approved since all details in claims creation is not editable after being submitted already.
• How to assist users in managing claims, especially for follow-ups?
Users seems not to get notifications when PostNord customer service is asking for more information, this leads to updates getting ignored and claims rejected.
 How to aide users when their claim is rejected??
When a claim is rejected, all they wanted to know is the reason why it is rejected so they can explain their customers and also that they know how to respond on it next time they face the same case.
Design
The following design solutions were proposed based on the insights gathere​​​​d.
ALLOW NOTIFICATIONS OF NOTES, CHATS OR UPLOADS
Providing notifications can alert users when PostNord Customer Service (PN-CS) requests for more info or questions are raised.
SIMPLIFY AND GUIDE USERS IN CLAIMS CREATION
Simplify the required field and auto-fill what can be added to help reduce the info required.
IMPROVE LABELS IN CLAIMS MANAGEMENT
Clean up the claims list, remove unnecessary details and make the interaction noticeable.
ADD PREVIEW AND THUMBNAIL VIEW OF UPLOADED ATTACHMENTS
One reason that claims were rejected is because users can’t see what the uploaded attachments are. This leads users to upload files blindly because they can’t recall what was uploaded nor track who uploaded the files. 
ADD REASONS WHEN A CLAIM IS REJECTED
Getting their claims rejected maybe disappointing to the users but knowing the reason why will help them explain to their customers better. That is a lot satisfying than having with no idea what to tell to their customers.
The Claims Business v2
After so many iterations and discussions with business stakeholders, developers and UX team, the new Claims Business have been approved. The design addressed all questions and problems that were stated above.
Here are some break down of the screens that I designed to satisfy the different requirements in business rules and user needs that were specified. 
Claims list
The claims list is cleaned-up and unnecessary details were removed so users can focus on what they have to do, which is managing claims that were already created. In here the users can see claims that were closed and pending. Also they can filter it depending on what they want to see in the list.
On the top part, a number of pending cases is highlighted to give due weight on number of cases to be tracked. Based on the interview, closed cases is not that important as pending cases so it is prudent to focus the page on that.
On accessing claims creation, the old design requires user to open another page and have the legibility check in there. For Claims business v2, I intend to have it done in the landing screen already so the user don’t have to leave just to verify if they can make a claim. 
Color is also a factor in tracking claims so we adapted it through out the stages in claims review. As you can see above, the submitted stage, in review and needs more information are color coded appropriately to denote degree of attention.
Claims creation
In claim creation, I subdivided the steps and added some information to guide the user all through out the process. A lot of the fields which can be fetched are autofilled already to reduce the effort of typing in. Also, some fields which seems uncommon are added with tool tips or inline helper text so users will be guided accordingly. 
Error handling were also optimized so users will be notified right away for any missing or erroneous input. Also, illustration and a human-like copy were adapted because one issue raised during the interview is that they feel cumbersome to fill in the claims creation. Lastly, the file upload manager is optimized to add helper text, and guide which aims to assist users on what relevant files, documents or photos that can help them in getting their claims approved.
Claims details
As specified in the research, the reasons for closing a claim were added but due to technical limitations, the only place to have it is in the customer service chat which is a communication between the user and the PostNord customer service reviewing the case. Also, a note on making an appeal was added to guide users if they believe the case is worth revisiting.

Before submitting
Since all details in claims creation will not be be editable already once submitted, I added notes and information that they have to verify all information before submitting. Some edit buttons area also placed near each cluster so users can edit directly if they find mistakes in there. 
Image thumbnails were also added since it was specified in the interview that not seeing the attachments confuses them to upload any documents blindly without checking what was already uploaded.
Validate
The Claims Business v2 will be tested through usability testing in upcoming months due to limitation of participants.
Conclusion
Outcome
I may not be able to show outcomes since we have not done a usability test yet which will verify how the design solution fits in the issues that plagues our users. 
Key takeaways
Empathy is key
Immersing myself to the user’s perspective made me understand what were important to take note and be able to shape the design around users’ paint points. 
Documentation helps
Being in an agile environment means that the process should be calculated to have optimal results, it is prudent to do documentation on the side to help with decision-making the future.
Soft skills 
Being able to present my ideas and show the value of design is really a game changer and makes it a lot efficient on navigating through arguments, and turning that into productive results.
Trust your gut but be objective
Trusting your gut is the quickest way to move forward in the design process but it is also prudent to be objective and not be swayed by biases.
What went well
Shape the process according to the project need
It is imperative to adapt the design process according to the needs of the project and the time required to finish. I was able to adjust the design process according to what is required in each phase. 
getting response from BUsiness stakeholders
Booking a meeting with stakeholders proves to be hard to come-by since they are mostly busy, so we set a weekly meeting with them to talk and demo the design. It became a good avenue to discuss rules that applies in Norway, Denmark, Sweden and Finland

What would you do differently?
Do more meetings with technical stakeholders
When gathering requirements, there are times when the person in-charge of the tech may not have the ready information you need and sometimes you get pushback later which was not informed beforehand. This became a huge friction during the process because it caused me to go back and forth on the design because some end-points are not available.

Other works

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