Applying for compensation

The service to apply for compensation was hard to understand, inflexible and many called customer service.

Create an easy-to-use service to apply for compensation and upload receipt, with a clear overview and communication of the status of your errand. The service needs to be accessible, responsive and guiding to decrease the need to call customer service.

1. Discover workshop with team of experts, stakeholders and developers

2. Gathering insights about users

3. Mapping tasks and flows

4. Ideation workshop together with the team

5. Creating wireframes, visual design & prototypes

6. Close collaboration with expert and developer for a quick and iterative process

7. Usability testing and iteration of design

The service included a content page to guide the user, a form to apply for compensation and logged in list of status. The redesigned pages led to a decrease in call customer service.

The form needed different steps of validation. As a way to simply the overview of what need to be filled in at the same time the user fills in and focus step-by-step a form pattern was created where you see all steps from start, but only one of them are open from the beginning providing a clear way forward and sense of control when validation of claim type etc. are changined and need to be re-validated.

List to give the user control, knowledge of how the process works and status of what happens with their claim.