Total Loss Experience

A high percentage of auto loan borrowers involved in total loss accidents still owed on their vehicle, even after insurance covered some expenses. That made for unpleasant conversations for customers and the call center staff alike. The client wanted a digital solution that met customers on their mobile devices.

This was a 3 month engagement consulting an internal all-star team made up of Customer Care Center employees and managers, a business analyst, project manager, a front-end developer and two back-end developers. I led the team to create a new interface inside their existing mobility app and website. We couldn't change the customer's circumstance, but we could eliminate a high degree of frustration and open new channels of communication.

The project was like solving a mystery. We first assessed where things stood and defined what delivery should look like in the time we had. I led workshops that elevated the customer's pain and identified the internal departments and systems the problem was centered around. Through interviews, research and workshops, a service design blueprint took shape. Personas were created and applied to storyboards, our internal stakeholder used those artifacts to win executive support, and the team was given a workshop room for a week where I ran a 5 day design sprint.

By the end of the sprint, each team member had a clear visual of what the solution looked like. As the sole design consultant I played many roles — UX Researcher, Workshop Facilitator, XD Lead and Creative Director. The team produced low fidelity sketches; I took those into medium fidelity wireframes and then a high fidelity interactive prototype.

Through rounds of discussion, voting, scoping and design, the team landed on a solution that was quickly integrated into the client's existing mobile app; giving the business a better way to manage bad news. Over time and rounds of iteration, our customer's clients scored them a 40% increase in customer satisfaction!