General Liability 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 General Liability line of business.
Project Goal & Objective
General Liability FNOL is the third line of business (LOB) within BTS’ insurance claims system. This LOB involves third-party individuals who have sustained bodily injuries or property damage due to a company’s services, operations, and/or products. As a designer, my role was to create a cohesive user experience for reporting property damage, ensuring that the flow aligned with the design language and consistency standards set across other LOBs.
As with previous projects, my team and I collaborated with members of the claims department to define each step of the flow. These discussions informed the creation of a detailed flowchart, enhancing transparency and ensuring alignment with stakeholder expectations.
My Designs
Leveraging the project objectives, the established design system, and insights gained from previous LOB flows, I strategically crafted the General Liability flow to ensure a seamless, intuitive, and visually consistent user experience. This approach not only maintained design coherence across all LOBs, but also optimized usability and alignment with industry best practices.
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Set Up
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.
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Property Damages
The incident involved damage to a property, which, in this particular case, was privately owned. If the damaged property had been a business, the user would be required to enter the business name instead of a first and last name.
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Injuries
If someone was injured, their information would need to be documented so that they can receive compensation.
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Witnesses
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).
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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 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
Business vs. User Needs
At this point during my time with BTS, I had fully grasped the operations of my team and was able to complete this project with ease.
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.
