Enhancing User Understanding of Auto Damage Estimates

This project was born out of my personal experience as an independent adjuster in the auto insurance industry. For years, I've witnessed firsthand the confusion and frustration that car repair estimates cause for insured customers. After an accident, the last thing people need is to be bombarded with a five-page document filled with technical jargon and convoluted processes. It's like trying to read a foreign language while still recovering from a concussion (which, ironically, is how I felt when I first saw my car repair estimate after an accident!).

I was driven by empathy for insured customers and a desire to improve their experience. I took on this project independently. No external client or boot camp was involved; it was purely a self-initiated endeavor fueled by my passion for user-centered design.

The main objective of this project was to increase user comprehension of car repair estimates by 50%, as measured by a post-use questionnaire. I wanted to create a digital tool that would translate the complexities of these estimates into a clear, concise, and user-friendly format. Essentially, I aimed to empower insureds to understand the "what" and "why" of their repairs, giving them the knowledge to navigate the process confidently.

Goal

To achieve this objective, I focused on several key areas:

• Simplifying language: Replacing technical jargon with plain language and providing clear definitions for any unavoidable technical terms.
• Improving visual clarity: Using visuals like diagrams, illustrations, and interactive elements to explain the damage and repair process.
• Enhancing navigation: Creating a user-friendly interface with a clear information hierarchy and intuitive navigation.
• Building trust: Presenting information transparently fosters confidence in the estimate and trust in the repair process.

As the sole designer on this project, I wore many hats. My responsibilities included:

• User Research: Conduct surveys with insured customers to understand their pain points and needs regarding repair estimates.
• Persona Development: Creating representative user personas based on my research to guide the design process.
• Information Architecture: Defining the structure and organization of information within the tool to ensure clarity and ease of use.
• Prototyping: Designing and developing prototypes to test and refine the user experience.
• Visual Design: I created a visually appealing and user-friendly interface, considering factors like color scheme, typography, and imagery. I also made the logo, branding, and company name.

This project was my passion. It allowed me to combine my industry expertise with my growing UX/UI skills to create something that could benefit people. It was a challenging but rewarding experience, and I'm excited to share the outcomes and insights I gained.

Visit my website for the entire project. Thanks for stopping by!

https://www.jonathandavila.com/p/c6eb1b9b/c2718097