Challenge:

Thoroughly map out the ways in which Progressive Insurance interacts with its customers. Consider the perspectives of employers and consumers, and redesign a core service to solve a problem for both the business and the customer.

Solution:

My colleague and I designed three major interactions to improve the process of scheduling appointments between Progressive customers and claims adjusters: 

• Scheduling capabilities
• Process for notifying all parties of appointments via SMS
• Claims adjuster status tracker that is visible to the customer on the day of appointment

Interviews

We started with exploratory research to gain a better understanding of the way Progressive communicates with its customers. We also interviewed Progressive customers and Progressive employees. For this project, we zeroed in on a Progressive claims adjuster (internally known as a file owner).

Using those interview insights, we created two personas—one to represent the customer perspective and one to represent the Progressive employee perspective.

Customer Journey Map/Service Blueprint

Key Insights

• Due to the nature of the service, the very fact that someone needs to contact a claims adjuster means something bad has happened. The claims adjustment process gets worse for customers when they feel they don't have clear information about next steps or what they should expect.
• Scheduling claims adjustment appointments is a pain point for customers and employees, due in part to the multiple channels currently used for communication.
• Claims adjusters typically communicate with customers via phone, which means a lot of employee time is tied up leaving voicemails and listening to voicemails.
• Increasingly, both customers and employees prefer to communicate via text.