AJG Claims Desktop App
Arthur J. Gallagher & Co. (AJG) is a US-based global insurance brokerage and risk management services firm. The firm is the third largest insurance broker in the world. I worked on an enterprise application for AJG designed to convert their paper claims files process from paper to digital.
The product owners and IT team from the claims department of AJG engaged Rufus Leonard at a critical point in the development of their application. They had been working for almost 18 months developing without any UX or design input. This led to a confused piece of software, some exacerbated parties and little end in sight.
For the first 2 weeks I worked under a lead UX designer, following this I took the lead for the following months, seeing the project through to completion. The team where very happy to have wireframes and an architecture that they could work with.
My roles
- Picked up lead UX from a colleague and saw the project through to completion
- Rapidly got up to speed on the claim handling process
- Attended and presented to board level meetings
- Created detailed prototypes for the IT team to work from
- Worked on site in an agile fashion as part of the AJG team
- Ran workshops with the product owners in order to establish best practice for claims handlers
- Worked with the product owners to design a phased release of the software
- Designed the software for dual screen desktop use
- View the prototype here password: 133houndsditch
Claims handling journey - Part 1 of 3
The process of a claims handler is relatively straightforward; once a claim handler receives any form of communication they have a service level agreement to respond to the relevant parties in a time timeframe. Keeping track of these SLA's was a vital piece of functionality for the product owners.
Process workshop
We worked with the product owners at AJG in order to completely understand and map the claims handling process from start to finish in order to create user journeys for the claims desktop app.
Dual screen application design
All of the screens at the AJG offices were set up with dual screen. Much of the functionality of the application took advantage of this, with the ability to pop out lower level pages and navigate between claim files.
Wirefame prototype
Due to the speed of the project, it became easier to build a prototype rather than create a functional specification document. This was then used as a blueprint for the internal IT team to develop. Two of the focuses of the application were the diary view and the claim file view. I worked with the product owners in order to understand the complexities and necessities of the claim file.
Diary view design
Claim file design
Icon view
After the project had ended, AJG came back to us to design an icon view of the claim file as a means to provide a holistic view of the claim file. We worked with them to understand the file types and provided an icon set and naming convention for the files.
