LAUNCHed

August 2017

The Challenge

Pac Global Insurance Brokerage provides insurance for items being shipped. In most cases, they work with shippers in establishing declarations of insurance on items. But, when items are damaged, they work with the shippers and their customers (those with the damaged items), Pac Global needs to determine the amount of money to pay.

In early 2017, Pac Global wanted to provide a better service for these users (claimant's and shippers) and lessen the amount of day-to-day communication their team had to field. The tool they had used for claimant's to claim an item was a single form, where everything is inputted and claimed and sent to Pac Global to validate and review. 

While simple, the process was wrought with user error, confusion on what's covered, and created a black hole for claims. Claimants could claim anything they wanted (even items not covered or above the amount they insured). Then once sent in, they'd wait until someone contacted them. It was inefficient and costly.

1.

Within the first few weeks of the project, I created a user workflow to gain a better understanding of the proposed steps a claimant, shipper, and the Pac Global team would go through in the new claims tool.

2.

With the workflow determined, I started on design strategy for each step of the process, from creating an account to receiving payment confirmation. Before beginning though, it was clear to understand the goals of all users. Transparency in the process, a self-guided tool to eliminate user error, simplicity in interface, and accountability for all parties were goals that were rising to the top.

With these goals, I began sketching ideas that would later translate into wireframe ideas to pitch and collaborate on.  

3.

With the wireframes being approved, I worked with a visual designer to ensure form and function were interconnected and that aesthetically, the goals of the user were taken into account in the styles and visuals chosen. We approached visual design choosing a style that was professional but also informational and guiding. Insurance can be confusing, and we wanted to ensure that tips, alerts, terminology, financial information, etc was clear, stood out, and was helpful; not in your face or lost in the middle.