Solution
THIS IS AN R&D PRODUCT
Cohesive process flow that presents relevant information and provides validation
WSIB Mobile
effortless claim management
THIS IS AN R&D PRODUCT
Households have become mobile independent, with 56% of web traffic coming from smartphones phone. However, WSIB continues to use fax and mail, leaving claimants with a digital divide and not capitalizing on cost efficiencies. To accommodate the 14.57 million residents of Ontario, WSIB has adopted a "one size fits all" approach for its claim submission process. Unfortunately, this inhibits a user-centric experience and fragments the process, making claimants feel detached and neglected.
After analyzing 4 competitor apps and reviewing competitor feedback (guerilla research), many of the apps were not fully functional without support of a company website or requiring users to make a call to receive proper information, and thus cannot support a holistic experience in the context of an insurance app. This was a gap that could enhance our design strategies.
Once we've collected qualitative data from the interviews, we proceeded with thematic analysis to segregate the findings and find underlying themes. Given the number of interviews we've conducted, this was the most effective method of information extraction.
Our initial approach was to design from scratch to create a novel app with a modern take. However, the prototype didn't reflect the brand and wouldn't appease stakeholders because of its foreign characteristics and visuals. We went back to the drawing board utilizing the existing design system to create a prototype that resembles what the Innovation Lab would offer.
Over the course of 5 weeks, we iterated the design based on input from peers and leads, making the following 3 significant improvements:
Note that this is an R&D prototype and has not been adopted
Be insight driven
There are various principles and perspectives we must bear in mind when designing, which might affect our ethical design judgments. Our responsibility is to fulfill the user's needs. Leverage the learnings gathered through research to anchor yourself and make decisions that can be validated. Don't judge using your own standards.
Understand the boundaries
Although being innovative is well encouraged, there are limits that the company has set in order to maintain the integrity of its products. Start by recognizing these boundaries, then learn to work with the appropriate resources and perceptions instead of manifesting the "sky's the limit" mentality from the get-go. Be creative in the right space.
It always gets messy before it gets clean
When we first started ideating, all of our thoughts were dispersed and we lacked any direction with the development. It was quite unsettling. No matter how much I tried to organize our thinking process, it would still get messy. I realized that the brainstorming phase must be chaotic and that you must embrace it. Everything will eventually come together.