Rental for Claimants
Empowering claimants with digital self-service
Overview
As the Lead UX Designer for the Claimants application, I created a net-new digital experience allowing third-party claimants to reserve rental cars digitally, massive reducing call center volume.
✶ Digitized a workflow that previously drove 30% of manual phone requests
✶ Designed a hyper-streamlined one-click flow
✶ Created custom vector illustrations to bypass stock imagery limitations
Role
Team
Scope
The 30% call center bottleneck
Third-party claimants represent a unique user group with distinct data constraints compared to standard policyholders.
Forced phone calls
Claimants make up approximately 30% of rental requests, but without a digital self-service option, 100% of these users had to call Customer Care to book a car.
Data limitations
Because they were not State Farm customers, we had limited data on file, requiring a completely new authentication and entry flow.
One-click rental request
Due to the unique nature of claimant rentals, we needed the barrier to entry to be incredibly low. I designed a highly streamlined experience that allowed a claimant to enter just their phone number to authenticate and submit their rental request, bypassing the heavy login requirements of standard policyholders.
Custom vehicle illustration
During the UI design phase, we realized we didn't have access to generic stock imagery that met our specific quality and branding needs for the vehicle selection screens. To solve this, I manually created custom vehicle illustrations by hand in Adobe Illustrator to ensure the interface looked polished and professional.
Diverting the flow
By finally giving this massive 30% user segment a viable digital path, we successfully diverted thousands of routine rental requests away from the Customer Care team, saving significant operational costs and giving claimants a faster, easier experience.
