Esurance

Quote & Claim Chatbot
Web & Mobile App Experience

User Research
User Testing
Digital Concepting
UI / Interaction Design

Esurance is a multi-line insurance provider that offers a range of insurance products and services for today's tech-savvy consumers. When it comes to quotes and claims, their “self-service” model has made it difficult for users to fully understand their insurance coverage, leading to confusion and frustration.

The challenge was to design a web and mobile app experience that would help today's consumers feel empowered and confident in their insurance decisions, especially when gathering quotes and filing claims.

I was tasked with gathering insightful data from users that would align the creative team’s vision with the needs of users. I conducted one-on-one interviews and moderated task-based tests with users. I used this data, in tandem with market research, to create a detailed journey map of the customer insurance experience. I consulted the creative team on conceptual models and design solutions, and generated use cases, screens flows, and high fidelity wireframes of the experience.