Claim management

Automobile claim management

Groupama called upon Nealite to design an automobile claim management app. They were facing massive client cancellation after a claim, and wanted to solve the problem by providing better services.

All about context

Managing claims means taking care of your client. When a client make a claim, his state of mind if everything but peaceful and pleased. He can be either angry, panicked, scared... Or all at once.
 Most of the time, he doesn't know what to do and is afraid of doing something wrong. He can be either at work or at home, after the incident, or on the side of the road with an immobilized car.

With the app we designed, we made sure every critical situation was handled in the most simple and efficient way.


UX Design and Agile?

Groupama decided to try and use an Agile method for this project, and our challenge was to blend UX design in that method.

We began with a "sprint zero", dedicated to the project framing and the major decisions, and then we worked a sprint ahead of the development team. But this organization only work on paper. In real life, you can't really squeeze a design phase into a small time span. So we allowed ourselves to freeze the project every time a design issue was taking longer than expected, and introduced "design spikes".

Developers and designers: communication is key

When it comes to communicating a design idea, the best solution is perhaps to build the best prototype you can, as a common language between designers and developers.

Communication as usual :


Communication based on a prototype :


Involving the stakeholder

When it comes to complicated businesses, such as insurance, it's crucial to rely on the knowledge of the stakeholders. We organised several collaborative ideation workshop, to involve all the project team and make the best strategic decisions.

Iterating: from wireframes to final mockups

The three different teams, UX designers, UI designers and developpers, worked together on the project. It was all about timing : first, the UX team produced wireframes, then, the development team worked on the back office and the UI team on the visual design. And at last, the development team produced the actual feature. We repeated those cycles until the app was finished.