State Farm Client/Service Journey - UX Architecture
Modernization of Insurance Billing and Payments
Problem:
As this insurance company has moved into the technology era the one thing was certain. If they are to be able to fend off the growing competition the infrastructure must change and the change my role was focused upon was the whole Eco-system surrounding the billing and payments for customers. The main problem was the migration to new systems and leveraging new technology would have large ripple effects to the end customer.
Some of the large issues that surfaced through this project are latency within the back-end systems, closed networks of information between segments of the business, no true understanding of the holistic process that would generate a bill or payment from end-to-end.
Core UX Architects on our team
Gather Requirements
When I joined the team they had just started the project only about 1 month prior and had just started to create a definition and scenario base for use to formulate our needs for research, system journey mapping and eventually a holistic picture of what the current state of the billing and payments Eco-system creates. Eventually we grew our team to a small team of 4 UX Architects, a UX Business Analyst, and 2 UX managers where kept from discussing our project with the rest of the Experience Design teams.
Capturing all research and data points into Microsoft Excel
We where given a short runway of 2 months to produce work in order to present to the Chair of our Experience and Technology side of the business. We where tacked with creating deliverables in both a digital format and traditional print collateral for in person presentations. Or main UX tools where Adobe Illustrator and Sketch along with documenting through means of Microsoft products. Our team interviewed individuals whom where defined as subject matter experts, various roles in the call centers, and we took a observation tour of the main bill and processing center located in the Metro Atlanta area. All of this information gradually became the basis of our concepts and potential solutions to resolve a wide variety of issues.
Concepts
Our concepts to record, document and produce the findings ranged from empathy mapping, information architecture relationships, process mapping, scenario driven system and user journey. And my main contribution was a Combo journo map to simplify and convey a very complex scenario using a actor, supporting actors and the systems aligned with time and financial changes of billing cycles over a 6 month policy.
Not a small task, and in order to keep my data and content correct, I ended creating a MAC app that would allow me to import .json data into Sketch symbols which originated from excel workbooks shared with the team. This would allow me to collaborate and allow others to edit content and at the same time populate all of the symbols in my documents. The sketch files where built off a custom design system I created to allow us to have consistency with our presentation materials throughout the project.
Solutions
As my contract winded down to the 6 month term our team had created a full package of moments of truth. This package included leadership presentation slides, large format journey maps illustrating systems and scenario based user journeys. Predictability models and the capability of the design system and MAC app I created helped to expand the rapid pace of looping through our process.
