American Family Insurance
Product Design, Creative Direction, UX/UI Design, Story Telling
Our challenge was to make the invisible visible. To make American Family customers say, "Wow!" We identified opportunities that created maximum value through the Return on Experience.
American Family Insurance
Product Design, Creative Direction, UX/UI Design, Story Telling
Our challenge was to make the invisible visible. To make American Family customers say, "Wow!" We identified opportunities that created maximum value through the Return on Experience.
Jen and her family are in the market for a new home and she is surfing Zillow. American Family app pushes her a notification that severe weather is in the forecast and it includes hail.
Jen opens her AmFam app and uses voice to ask about her deductibles for hail. The app provides her with an explicit answer for both home and auto and also leads her to the policy area for review.
Later that morning, Jen receives a push notification on her Apple Watch that her premium payment is nearly due. She's provided an option to pay the bill at that time.
When Jen makes it back home she opens her AmFam app on her tablet to pay her bill. In addition to her statement, AmFam provides her with relevant information. Based on data Jen provided AmFam when they became clients the app knows that her daughter's 15th birthday is next month and provides her with content about insuring teenaged drivers.
AmFam provides Jen the top three tips to ensure they are getting the best premium for their daughter Sarah. Recommending that they submit Sarah's grades for a Good Student discount, ensuring that she completes a Driver's Education course and providing them insight into what type of car to purchase for Sarah.
Jen's interest is piqued by the car finder. In addition to providing information about the right car to purchase, AmFam provides a real-time listing of cars in their search area that are currently for sale.
Jen and Sarah are out driving when Sarah has an accident.
The accelerometer in Jen's phone detects a sudden stop and triggers the AmFam app to push a message to her: "Are you OK Jen? We saw you abruptly stopped." Jen will be prompted to answer in one of two ways: "I need help" or "I'm OK". If Jen answered "I need help" an ambulance would be dispatched to her location and a message would be sent to her emergency contact.
Jen and Sarah are OK but they still need to take care of some business. The app knows to open to her proof of insurance.
Jen shares her insurance information by simply texting it to Matt, the person who Sarah crashed into.
Matt receives Jen's insurance information.
Once it was clear that Jen didn't need emergency medical help she was asked if she needed a tow. To make things more convenient for Jen, the top three recommended collision repair shops near her home are presented on a screen so that she can instruct the tow service where to transport her car.
AmFam app recognizes that Jen is at the intersection where there is a Starbuck's and pushes a funded "coupon" so that she can get off the street and collect her thoughts while she waits on the tow service.
A few days later
A few days later Jen gets a push notification regarding the status of her claim.
The message on her Apple watch prompts Jen to check the status of her car's repairs by using the "Claims Tracker". This is where Jen can review what has been completed and what she can expect to happen next through the life cycle of the repair process.