ROLE

UX Consultant
(Supporting Role) 

INVOLVEMENT

Experience enhancements
User flow optimizations

SAMPLES

User Flow
Lo-fidelity wireframe

Overview

This is a mobile app from TD bank that allows policy holder clients to make and report auto accident claims at the scene of the accident. With this app, TD Insurance is reinforcing the idea that they're always available for support.

It gives the user the ability to report a collision and easily submit a claim with just a few simple clicks. The app's purpose is to serve as a both a supportive tool and a online guide resource.

Challenge

With a very short timeline to deliver concepts, the TD digital team was assigned to ideate and work through a few hurdles that were a result of technology constraints and timing.

There were 3 key challenges:

1. Authentication technology
   Authentication was huge part of the app’s challenge. Given that there were different technological options to choose from (ie. Single-sign on, Touch ID, Pin Code). Legacy vs. future technological opportunities.
    
2. Stakeholder alignment
   Being that this project was in it's second phase meant that it already had quite a history in the TD's project cycle. For this reason we had to ensure all past and present business needs were addressed with the product owners. 
    
3. Timing
   Because this project had high visibility, the approval process was a key factor to pay attention to. This was important to keep the working teams moving forward.

Solution
 

A lot of the ideations involved SME’s, stakeholders and the product owner. 
My involvement was to work with the UX team to provide recommendations for authentication into the application and provide options around navigating around the reporting aspect of the application. 

The experience was designed around the idea of an accident toolkit which was a step-by-step guide outlining what to do after an auto accident. It allowed policy holders to quickly enter and save key information at the scene of an accident – such as photos, location and witness information – and submit a claim

A way for policy holders to access third party vendors (collision repair, tow truck, glass repair, car rentals) was also included in the experience to extend the service capabilities. 

Insights

Getting ahead of the actual sprints was important for UX team and business owners to be in alignment before development commenced. 

Of course, there was a risk that a lot of the proposed ideas would be de-scoped based on the speed and pace that the team was working through the project. With that in mind the UX team planned a phased approach to align with future capabilities and projected budgets.