Commercial Auto First Notice of Loss (FNOL)

UX Design & Research

Berkley Technology Services (BTS) is an IT solutions provider under W.R. Berkley Corporation, an insurance agency for businesses and high value assets. BTS offers software that boosts productivity and profit, along with help desk support and database system connectivity.

During my time at BTS, I designed for multiple business lines, including Commercial Auto, Commercial Property, and General Liability.

This project focuses on the Commercial Auto line of business.

Project Goal & Objective

The insured user needs a streamlined way to report a vehicle accident to Berkley for coverage, and Berkley must efficiently communicate policy details to the user. Without this process, the insured would have no way to access coverage from their insurance policy and would need to pay out of pocket.

The existing page (shown to the right) uses a generic text-box format, which overwhelms users with the amount of information they must provide.

After meeting with my team and members of the claims department to define each step of the flow, I created a user flow to organize them effectively. We decided to break some of the original steps down into smaller steps so that the user could feel as though they were being guided through a process rather than having to see everything at once.

After further meetings with my team about what information belongs under each step of the flow, I drew some sketches for them. My initial idea was to have the progress bar on the side of each screen so that the user could track where they were at in the flow as well as go back to any completed step if needed.

My Designs

I used a color scheme based on a flow from another BTS branch to maintain consistency.

To make the new flow represent the company as it is today, I added sidebar elements that would help the user understand where they are at in their process. I’ve highlighted them below:

  • This is the landing page for the Report A Claim flow. The new flow uses progressive disclosure to ensure that information is collected accurately.

  • The title box features the user's company that is insured under Berkley, the policy number associated with this claim, and the status of the claim.

  • The Progress Bar from my sketches allows the user to track what step they are on in the flow and how many they have left.

  • A quick summary lives at the top of the screen that shows what line of business the claim is under, the policy number along with the policy period, and the time/date of the incident that will be populated once the user passes the Set Up step.

  • The help center exists in case the user needs to contact Berkley about an issue with their claim or find a doctor/pharmacy for someone involved in the incident.

Final Designs

By working with the UI screens provided above, I was able to finalize the entire flow for the project, streamlining the process and ensuring a smooth user experience across all stages.

I took the existing format of Commercial Auto and transformed it into a progressive disclosure approach, breaking down the information into manageable steps to enhance usability and guide users more intuitively through the flow.

  • Set Up

    The very first step in the Commercial Auto flow; standard information about the incident, including what happened, when it happened, where it happened, and whether or not it was reported to the proper authorities.

  • Insured Driver

    For the new version of the Insured Driver/Vehicle page, it features a dropdown list of drivers that have been saved into the system previously. This is so that the user does not have manually input the driver each time they fill out this form.

  • Insured Driver - List

    The active list of drivers for the user to choose from. Same process goes for Vehicles.

  • 3rd Party Claimant Damages

    The vehicle/property that was damaged in the incident. This is different from the Insured Driver/Vehicle; it's not property that belongs to the insured user, it's other people's property.

  • 3rd Party Claimant Injuries

    The person/people that were injured during the incident not affiliated with the insured user's company.

  • Witness

    Anyone around that saw what happened (does not have to have their full info if they don’t want, just their name for documentation purposes).

  • Reporter

    The one who is filling out this form (does not have to be the person/people involved in the incident).

  • Final Review

    The Final Review page displays all the details of each previous step in a collapsed format. Each step can be expanded to show the information within that step and can be edited if needed. "Submit" buttons exist at the top and bottom of the page for easier access.

Feedback & findings

Usability & Accessibility

  • I initially struggled with spacing. I misunderstood component spacing hierarchy, which was evident in my work. I made sure to get a full grasp on it going forward after this project.

Business vs. User Needs

  • My designs met the criteria provided on Jira.

  • Once I was done with this project, I went through design reviews with the other designers on the team, fixed whatever feedback they gave me, and then passed it over to developers for production.

Final designs are shown above on desktop.

Next

Commercial Property FNOL