Motorsnap Pro
Role: Senior UX UI Designer
Duration: 8 Months
Platforms: iOS, iPadOS (App) & Web (Merchant Platform)
Overview
⁉️Problem:
The supply chain in Australia is facing challenges with the chaotic triage processes of assessing vehicle damages for insurance claims.
This has led to various major issues, including work overload, duplicated claims, and a disorganised evidences.
As a result, there has been increased costs and consumer complaints.
🔎Opportunity:
- To standardise the workflow for car assessors to close the gaps between different touch points seamlessly.
- To build an organised archive to store evidence that directly connect to the business API to ease the process to file for car insurance.
- To improve the triage process with an intuitive user experience by using AI-powered technology to help capture the damages easily.
✨Impact:
- Reduced total supply chain costs by 23% by optimising processes through improved UX with OCR and Al technology.
- Built and launched Al Camera app and demonstrated it to stakeholders and users by leading the user research and design system creation process.
- Streamlined engineering and design processes by building component libraries and implementing design sprints.
🧑🏻💻My Role:
Led the team in user research, user flow, UI & UX redesign, design system, prototyping, stakeholder management, usability testing & sprint planning
Design Process
User Interviews & Research
In order to understand the process and pain points our users are facing better, our Product Lead & the Design team has conducted on-field user interviews with direct users such as repairer, assessors and consumers at the supply chain based in Alexandria, Australia.
On-Field User Interviews
We interviewed some of the main stakeholders at the supply chain facility to understand their standard model and triage process to help us map out the end-to-end user flow.
Brainstorm Session
The product and design team identifies the problems and opportunities so that we can map out a potential user flow and system design.
Competitive Research
Key Insights
After interviewing the main stakeholders, we gathered some of their comments and feedback to form a few insights on what is available on today’s platform and what would be a helpful addition to Motorsnap Pro
10
out of 10
has no idea what the previous assessors had done for the inspection without talking to them first.
10
out of 10
face challenges to locate the photo evidence for assessment to file for insurance claim.
9
out of 10
have difficulties to continue their work after lunch break or shift change due to loss progression caused by the app.
9
out of 10
asked for a digital mark up tool, because it is critical to show the customer the damages to get them sign the contract
8
out of 10
feels the linear flow of the app is causing them issues, because of the friction to go back to each step to check their previous works
7
out of 10
thinks the current process requires too much manual effort to work on
Main Stakeholders
1. Repairers
The repairers are usually the subject matter experts at assessing and triaging the damaged vehicle and determining how severe and the final cost for the repair and an estimated amount of insurance can be claimed.
They are facing work overload issues because often time the process are not streamlined causing them to having to go through tedious process to ensure the repair work are properly done.
2.Assessors
Assessors are the first-hand subject matter experts who estimate the severity of the vehicle damages before passing it on to repairers to have a quotation of the claim and repairs.
Assessors faces challenges such as double claimed issues, and taking over work in progress; Non-streamlined process given them headaches of disorganised filed claim in the system.
3. Supply Chain
The Business or supply chain is looking to streamline the triage process to enable the facility to work in a more harmonised and orderly process, so that they can save cost on hiring more workers but causing more chaos to the business process.
High Level User Flow
To have better scalability, we decided to design and develop the app such that it was properly modularised and chunk it down into parts to be built. So, the application can be customised as the business or stakeholders deem fit, slot in parts of the features that are needed and take away those are not, like a lego block.
Information Architecture
Key Features
Our solution has split into four main features to be built in the app:
These features will be solving different parts of the business problems such as a more centric system to allow user to retrieve the case they want to work on and to seamlessly pick up one another’s tasks
We also gathered data for machine learning purposes to build a camera that recognises vehicle damages to support the workers to identify car damages, resulting in time and cost saving.
Feature 1
Case Retrieval Dashboard
Feature 2
Smart Image Capture
Feature 3
Storage System
Feature 4
State Management System
Key Feature 1
Dashboard
Problem Statment
As a car assessor and repairer, I am having hard time to track and find the case I am working on through multiple systems.
Opportunity
The dashboard is a centric system that allows users to retrieve a new claim case to work on. By having the dashboard, users are able to see the status of the case to avoid overlapping work
User Journey
Key Feature 2
Smart Image Capture
Problem Statment
As a car assessors or repairers, I often spend too much time trying to capture all the necessary information as part of the procedure, causing me missing some of the essential ones.
Besides that, I often spend too much time trying to identify all the car damages.
Opportunity
- Utilising the OCR technology to scan the VIN number or car plate number to allow autofill in is going to drastically reduce the time for manual work.
- We also created a 3D model of different car body type to train our AI model through feeding different images of car damages using lidar scanner. This helps to create a smart camera to help the assessor spot the damages.
User Journey
Key Feature 3
Evidence Storage System
Problem Statment
As a car assessors or repairers, the current workflow to file a case is too tedious and confusing. Often time I filed a double claim of the same case and I cannot retrieve a case easily.
Opportunity
An intuitive way to submit your case directly through the app to the business API. Motorsnap Pro has its own backend system to store evidence and directly integrated to the business legacy system to allow seamless insurance claim.
User Journey
Key Feature 4
State Management
Problem Statment
As a car assessors or repairers, I face challenges to pick up the same case after my break or during shift change.
There is no existing workflow to allow me to save my current state of task to pass over to the next assessors to continue where I left of.
Opportunity
An intuitive experience by implementing the state management system to allow users to store their leftover job in “draft mode”, so that the next person can pick it up easily.
User Journey
Deep Dive
The state evolution and inception are complex and depend on users’ actions. As part of the design process and technical requirement, I also did a thorough system design of how the state of cases evolves, how it affects what users see and what actions can be taken on it.
For instance, a work in progress will show an orange loading icon to warn other users that the case is already in work in progress. The green icon shows it has been completed and is pending submission; while the submitted case will completely removed from their view.
This state management concept will greatly improve their way of collaboration.
Design Documentation
To collaborate with the engineering team and other stakeholders like PM and designers better, I have also created a repository to document how each component works in detail in Confluence.
Working in Figma
I have a very organised and structured way of working on my designs across projects. Here is a glimpse of how it may possibly looks like.
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Accomplishment
The project took about 4-5 months to design and 8 months to completion with app published on AppStore.
We have successfully delivered a working product to the core dev team based in Australia for preparation for launch. The team has also received endorsement from the main stakeholders for the app’s high-quality experience and punctuality on the timeline.
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