The Hartford 2017-09-13T16:18:10+00:00

Project Description

The Hartford

About the Project

Getting into a car accident can be one of the most difficult moments in a person’s life. For many people, dealing with their insurance company adds to the stress. The Hartford engaged with Method to looking for ways to ease the pain of the claims process and to translate high-touch personalized care into their digital experiences.

I led a discovery phase that consisted of stakeholder and SME interviews, shadowing of call center reps and appraisers, and an analysis of industry trends. I developed and conducted a research program that consisted of ethnographic interviews with people in multiple cities who had recently experienced a car accident. Based on the findings my team developed experience principles, a customer journey map, and set digital strategy for a new claims experience.

Deliverables

  • Stakeholder and SME interviews

  • Ethnographic research

  • Customer journey mapping

  • Collaborative design workshops

  • Interaction design

  • Prototype development

Outcomes

We provided clickable prototypes for web, mobile, and AI, as well as strategy for digital transformation that is currently being implemented by The Hartford.