Photo estimate
Instead of going to repair shops for vehicle estimates, customers were asking for hassle free estimates to make decisions about continuing on with repairs or taking a cash out. The challenge How could we guide customers that have varying levels of photographic skill, in taking the necessary photos with the needed level of quality for the adjustor to complete the initial estimate within 24 hours?
Early prototyping
User testing
To understand, we took a mid-fidelity prototype into the field (parking lot) for customers with a recent auto claim, and asked them to capture the photos needed for an estimate.
1. No chatbot
The experiment of using both chatbot and non-chatbot screens was not working great. We took out the chatbot because users told us in testing that they felt it was “gimmicky.”
2. More overt help/guidance needed
Instead of relying on customers tapping the info icon to get assistance, for certain points in the flow, we would need to push that guidance more pro- actively in interstitials to ensure they were getting the best photos submitted.
We regrouped and organized the captured photos into new segments and introduced each section with a dedicated interstitial screen to ensure understanding. This was especially important for capturing the vehicle #
VIN.
