Digital Sinister
Project goal:
Digitization of the entire claim process at Prudential do Brasil.
Information Architecture
UI Design
Research with stakeholders
Prototype
How it was
The claims process at Prudential do Brasil was a time-consuming and very stressful process for beneficiaries. Many were going through the delicate moment of mourning, and had to resolve pending documentation, get in touch with a life planner and run after information that was only available in a printed pamphlet.
Strategy that was used
As soon as I took on this project, I mapped all the physical forms that existed for claim notice. I was grouping the fields that were common to all, those that were specific by type of claim, the documentation required to recover the benefit and what problems could happen in the process. I also did the study with life planners, who told me about the claim process and each case that I had a surprise along the way.
For a while, I transformed a wall on the floor of Prudential do Brasil into a CSI map, in which I cut, pasted and linked all the fields that should be filled in for a successful rescue.
After having all the requirements mapped, we started to execute a more simplified flow, in which the user needed to fill in as few fields as possible and aiming to redeem it in the future. There was also a huge concern about fraud, which we solved with rules in the fields.
Result
We created a responsive web solution that facilitated the inclusion of documents both on the beneficiary side and on the life planner side. One could complete the other's documentation and everyone had visibility of what had already been entered into the platform
