Repair Assistant
Guiding customers through auto repairs
Overview
As the Lead UX Designer for the Repair Assistant, I redesigned the initial touchpoint for auto repair claims to provide clarity, guidance, and contextual help for users navigating a highly stressful life event.
✶ Translated actual customer pain points into proactive UI solutions
✶ Implemented a guided, step-by-step repair experience
✶ Adopted a conversational tone to simplify complex insurance jargon
🔗 State Farm Repair Assistant Landing
Role
Team
Scope
Confusion at the starting line
Having an auto accident is inherently stressful. When customers entered the claims process, they struggled to understand how the repair process actually worked or why they should use the State Farm network of repair shops. This lack of clarity resulted in high volumes of questions directed to Live Chat and customer service agents.
Addressing real customer pain points
We didn't want to just guess what users needed; we let the data drive the content strategy.
Live chat mining
We analyzed the top questions from live chat interactions and customer surveys to determine exactly what information the landing page was missing.
Conversational tone
We stripped away dense insurance jargon, designing sections that explained the Select Service® benefits using familiar, comforting language.
A guided repair experience
The redesigned landing page acted as a digital concierge.
Instead of overwhelming the userwith a wall of text, we created a digestible, step-by-step visual guide outlining exactly how the repair process works, setting clear expectations, and building trust in the State Farm network before the user even booked a shop.
Clarity breeds confidence
By proactively answering the most common questions and outlining the process visually, we transformed a point of friction into a point of reassurance, ensuring customers could navigate getting their car repaired with confidence and ease.
