Background

Claims appraisers are overcapacity and are processing fewer estimates, subsequently sending estimates to vendors and longer cycle times. When a claim is submitted, an appraiser inspects personal property (i.e., car, home) due to an accident, theft, or fire. They estimate the loss or damage of the property and report it to the insurance claims adjuster.

Research

My product manager and I conducted a series of interviews and shadow sessions with Root appraisers to identify pain points and areas of opportunity within the appraisal process that correlate to the number of estimates completed. We wanted to understand their role and how they utilize the system.

Problem

One of the most significant issues we discovered was that the current functionality in the internal dashboard did not enable appraisers to easily locate, view, and manipulate photos of interest. As a result, this prevents them from quickly finding the images needed to complete their job function.

• Users cannot group documents

• Users cannot filter by types of media

• Users are unable to associate media to specific details of the claim

• Users are unable to preview and manipulate images

"As an appraiser, I need to quickly find the photos relating to the vehicle that I'm writing an estimate for without searching. I need to view them in detail to assess the damage properly..”

— Auto Damage Appraiser, Christie McGinley

Solution

Revamp media management in the dashboard and introduce new tools to evaluate vehicle damage.

• Enable users to filter media within the claim overview page, allowing them to view the specific files that are associated with a particular vehicle or party

• Add photo manipulation tools (i.e.: zoom, rotate)

• Introduce multi-select and edit functionality

Outcome

95% reduction in the number of images downloaded, 22% reduction in time appraisers spend in the dashboard per claim, from 36 minutes/claim to 28 minutes/claim.