Projects

My Bike Claim

From outdated processes to a native app, that delivers confidence and value.

  • Product Design

  • Research

  • Rapid Prototyping

  • Visual Design

  • Iteration

  • MVP

  • User Interviews

  • User Testing

  • Insurtech

  • Native

  • Mobile

  • End 2 End

  • Product Design

  • Research

  • Rapid Prototyping

  • Visual Design

  • Iteration

  • MVP

  • User Interviews

  • User Testing

  • Insurtech

  • Native

  • Mobile

  • End 2 End

At-A-Glance

My Bike Claim is a mobile app designed to enhance the insurance claims process for motorbike riders. It eliminates the need for claimants to call the insurance provider, 4th Dimension, by offering real-time claim updates. Initially launched for non-fault claims, the app ensures users can track their claim and vehicle status at every stage.

My Role

Product Designer

Team

David Piesse, PM

Fabricio Cunha, FE

Harvey Massey, BE

Timeline

Research

MVP Development

User testing

Version 2 enhancing

Tools

Figma

Miro

Jira

Shape Up

  1. Highlights

No more confusion, unnecessary waits, and feeling lost.

Transparent Claim Tracking

Transparent Claim Tracking

A visually structured timeline allows users to track their claim step by step, with tappable stages providing more details on each phase.

A visually structured timeline allows users to track their claim step by step, with tappable stages providing more details on each phase.

Clear Information

Clear Information

Simple suggestion cards, easy access FAQ's, and a link to a help desk allowed users to access more information for deeper guidance and understanding.

Simple suggestion cards, easy access FAQ's, and a link to a help desk allowed users to access more information for deeper guidance and understanding.

Refined UI & Navigation

Refined UI & Navigation

Stripped-down UI to keep the app professional, trustworthy, relatable, and accessible to all age groups, mindsets, and cultures.

Stripped-down UI to keep the app professional, trustworthy, relatable, and accessible to all age groups, mindsets, and cultures.

  1. User Research

Understanding 4th Dimension and the insurance claims process.

Stakeholder Interviews

To understand internal business requirements, I interviewed key stakeholders from:

FNOL

Understanding claim intake and initial communication.

Operations

Determining how claim status updates were handled internally.

Customer Support

Identifying common claimant frustrations and frequent inquiries.

Hopes

Design a product where users feel informed and reassured.

Design a product where users feel informed and reassured.

Create a clear, structured claims timeline.

Create a clear, structured claims timeline.

Develop a scalable design that allows third-party brands to use in the future.

Develop a scalable design that allows third-party brands to use in the future.

Fears

Inbound calls wont lower.

Inbound calls wont lower.

Users still confused over claim status or details.

Users still confused over claim status or details.

Customers leaving negative reviews around the company due to the products performance.

Customers leaving negative reviews around the company due to the products performance.

Customer Interviews

After the stakeholder interviews, I conducted customer interviews to learn what potential and current customers want from a digital claims journey, to understand what content is most useful.

Group A

Past customers

Group B

Current customers

Group C

Potential customers

Hopes

People expect to know where their vehicle is at every stage

Past and current claimants where frustrated with waiting on emails or being on hold.

People expect to know where their vehicle is at every stage

Past and current claimants where frustrated with waiting on emails or being on hold.

People like seeing updates on their vehicles

All groups found security on knowing where their vehicle would be at any stage.

People like seeing updates on their vehicles

All groups found security on knowing where their vehicle would be at any stage.

Desire for quick access to information and simple language

Claimants wanted 24/7 access to advice and information in simple formatting due to English being a second language for most.

Desire for quick access to information and simple language

Claimants wanted 24/7 access to advice and information in simple formatting due to English being a second language for most.

Optimised for mobile

60%* of Past, Current, and Potential claimants did not have direct access to desktop/PC.

Optimised for mobile

60%* of Past, Current, and Potential claimants did not have direct access to desktop/PC.

Mindsets

Post customer interviews I sorted their views into mindset maps to better understand needs and features.

Reassurance Seeker

Needs real-time updates, instant notifications, clear next steps.

Impatient Fixer

Needs quick information, and clear timelines.

Confused Claimant

Needs simple language, and guidance through each step.

Points of Friction

Understanding current pit falls in the process was crucial to the creation of product features.

Call Volume

Claimants called support teams for updates that could have been automated.

User Frustration

Claimants felt left in the dark, causing negative customer sentiment.

Internal Strain

Increased manual work for customer support teams.

Key Takeaways

Riders frequently called for updates, leading to a overload of calls.

Riders frequently called for updates, leading to a overload of calls.

There was no clear way for claimants to track progress.

There was no clear way for claimants to track progress.

Email updates were overlooked, and phone calls needed manual follow-ups.

Email updates were overlooked, and phone calls needed manual follow-ups.

  1. The Solution

These pain points created the building blocks for features, status requests, and the design principles. The solution? An MVP that provides real time updates, trust, confidence & lower internal strain.

Home Page

Home Page

Designed for instant clarity and confidence, eliminating confusion. This dynamic page updates in real time, featuring a clear status indicator, informative cards, and embedded FAQs.

Designed for instant clarity and confidence, eliminating confusion. This dynamic page updates in real time, featuring a clear status indicator, informative cards, and embedded FAQs.

Progress Page

Progress Page

A real-time updating timeline keeps users informed about their status at every stage. They can track where their vehicle has been and what’s next. Tappable statuses offer deeper insights into each step.

A real-time updating timeline keeps users informed about their status at every stage. They can track where their vehicle has been and what’s next. Tappable statuses offer deeper insights into each step.

Updates Page

Updates Page

Status notifications keep users updated with relevant details. Internal team messages help them track all communications.

Status notifications keep users updated with relevant details. Internal team messages help them track all communications.

MVP Results

Evaluating user experience through interviews and walkthroughs to assess task comprehension and gather feedback.

Positives

Users found the detailed information helpful and navigation intuitive.

Users found the detailed information helpful and navigation intuitive.

The progress bar was appreciated but had usability concerns.

The progress bar was appreciated but had usability concerns.

Issues

Homepage text felt overwhelming, especially for non-English speakers.

Homepage text felt overwhelming, especially for non-English speakers.

Images were seen as unnecessary.

Images were seen as unnecessary.

The updates section was confused with the progress bar.

The updates section was confused with the progress bar.

The linear progress bar could be misleading if the bike's status moves backward.

The linear progress bar could be misleading if the bike's status moves backward.

The claim status lacks clarity on the user’s exact position in the journey.

The claim status lacks clarity on the user’s exact position in the journey.

The progress page doesn’t highlight the current status, requiring manual scrolling.

The progress page doesn’t highlight the current status, requiring manual scrolling.

Limited FAQs may not fully address user concerns.

Limited FAQs may not fully address user concerns.

  1. Version 2

Following feedback from the MVP, the app had major enhancements.

Clear & Focused

Clear & Focused

Text was overwhelming, especially for non-English speakers. I removed unnecessary descriptions and simplified language. The homepage now shows the full claim journey, not just the current status. Removing the navigation bar frees up space, while a relevant FAQ section and help desk link make support easier to find.

Text was overwhelming, especially for non-English speakers. I removed unnecessary descriptions and simplified language. The homepage now shows the full claim journey, not just the current status. Removing the navigation bar frees up space, while a relevant FAQ section and help desk link make support easier to find.

Quick Access Overlay

Quick Access Overlay

The progress overlay replaces the static page for easy access. A new breakdown of statuses clarify updates (e.g., "repairing" vs. "awaiting parts"). Auto-scrolling highlights the user’s current status, and a top progress bar helps track progress without confusion.

The progress overlay replaces the static page for easy access. A new breakdown of statuses clarify updates (e.g., "repairing" vs. "awaiting parts"). Auto-scrolling highlights the user’s current status, and a top progress bar helps track progress without confusion.

An Inbox Users Understand

An Inbox Users Understand

Users mixed up status updates and messages, so I redesigned the layout to separate them. Removing icons cleans up the UI, making updates and team messages easier to follow.

Users mixed up status updates and messages, so I redesigned the layout to separate them. Removing icons cleans up the UI, making updates and team messages easier to follow.

Business Outcomes

4D launched the app for non fault claims and during the initial 30 day period we found:​

41%

Reduction in inbound calls.

41%

Reduction in inbound calls.

Improved

Claimant satisfaction & confidence.

Improved

Claimant satisfaction & confidence.

Refined

Accessibility allowed all users to comfortably navigate and understand the apps contents.

Refined

Accessibility allowed all users to comfortably navigate and understand the apps contents.

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