Commercial Property 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 Property line of business.
Project Goal & Objective
Commercial Property FNOL is the second line of business (LOB) within BTS’ insurance claims system. This specific LOB is typically filed by a business owner whose property has been damaged from unexpected events such as fires, vandalism, and natural perils, including wind, lightning, and hail. As a designer, my role was to develop a cohesive user experience for reporting property damage, ensuring that the flow aligned with the design language and consistency standards established across other LOBs.
Similar to Commercial Auto, my team and I met with members from the claims department to discuss what each of the steps should be for the flow, which led to me creating this flow chart for transparency.
My Designs
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Set Up
The very first step in the Commercial Property flow; standard information about the incident, including what happened, when, and whether or not it was reported to the proper authorities.
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Property Damages - Location Selection
If the property damage occurred on company grounds, a dropdown would display for the user to select which location it was.
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Property Damages - Location Entry
If the damage occurred at a location that wasn’t listed, the user would need to input the address themselves.
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Reporter
The one who is filling out this form (does not have to be the person/people involved in the incident).
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Final Review
The Final Review page displays all the details of each previous step. Each step can be collapsed to show the information in other steps and everything can be edited if needed. "Submit" buttons exist at the top and bottom of the page for easier access.
Feedback & findings
Usability & Accessibility
Creating this flow felt easier because I had already worked on a much larger, more detailed flow when I did Commercial Auto so it was like I already had a template to go off of.
Business vs. User Needs
My designs met the criteria that was given to me by our product manager.
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.
