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Compensation claim

Compensation claim

Compensation claim

Insurance

Insurance

Insurance

But first, what is Betterfly?

But first, what is Betterfly?

But first, what is Betterfly?

It is a unicorn startup that offers a platform for employee benefits, turning healthy habits into donations and life insurance. Its app promotes physical and mental well-being, while generating a positive social impact by linking personal growth with charitable causes.

It is a unicorn startup that offers a platform for employee benefits, turning healthy habits into donations and life insurance. Its app promotes physical and mental well-being, while generating a positive social impact by linking personal growth with charitable causes.

General problem

General problem

General problem

Imagine you have insurance through your company, and an unexpected event occurs. You need to use it and hope the process is quick and straightforward. Instead, you have to schedule a call, wait for an operator, answer a few questions, and then wait days to get your approval. It makes you wonder why a simple form couldn’t have resolved the issue more efficiently.

Betterfly recognized this opportunity and the challenges of relying on manual support to handle these requests globally, especially during critical moments for users. That’s why we developed a solution to simplify and automate the process, providing a faster, more scalable experience for both users and the business.

Problem

In order for users to declare a claim and thus be able to use the insurance provided by the app, they needed to go through a manual process by connecting to support, thus making the process very frictional and not very scalable.

Problem

In order for users to declare a claim and thus be able to use the insurance provided by the app, they needed to go through a manual process by connecting to support, thus making the process very frictional and not very scalable.

Problem

In order for users to declare a claim and thus be able to use the insurance provided by the app, they needed to go through a manual process by connecting to support, thus making the process very frictional and not very scalable.

Objetive

Design a simple experience in which the user can send a request directly from the app where they can apply for their insurance, which is scalable and adapts to the general information needed by the different insurances (pet, life, dental, etc.), whether it is bank details, images, videos, etc.

Objetive

Design a simple experience in which the user can send a request directly from the app where they can apply for their insurance, which is scalable and adapts to the general information needed by the different insurances (pet, life, dental, etc.), whether it is bank details, images, videos, etc.

Objetive

Design a simple experience in which the user can send a request directly from the app where they can apply for their insurance, which is scalable and adapts to the general information needed by the different insurances (pet, life, dental, etc.), whether it is bank details, images, videos, etc.

Devices

Devices

Mobile

Mobile

Mobile

Year

Year

2023

2023

2023

Time

Time

3 weeks

3 weeks

3 weeks

How do we measure success?

How do we measure success?

How do we measure success?

  • Successful insurance claims with clients globally.

  • Reduce the number of requests for assistance or claims to the support area in the claim process.

  • Achieve global experience launch by the end of Q4 2023.

Process

Process

Process

1. Connect with the problem

1. Connect with the problem

1. Connect with the problem

To address the lack of automation, I interviewed the support and insurance area to identify the main pain points for both users and the team. I discovered that declaring a claim creates friction for users and overloads the team, affecting scalability. In addition, I mapped the specific requirements for each type of insurance and coordinated with the development team to unify these experiences into a single, feasible and scalable flow.

2. Feasibility validation

2. Feasibility validation

2. Feasibility validation

Once a possible flow was defined we iterated together with the development team with a User Flow the best strategy for the development and design of the experience, once we reached a result that was feasible and scalable I began to design the final proposal to later validate it with real users. 

User flow

User flow

3. Validation with users throught Dogfooding

3. Validation with users throught Dogfooding

3. Validation with users throught Dogfooding

During Betterfly's redesign of its user experience, we utilized a dogfooding strategy to validate the new functionality with internal users. This approach allowed us to identify improvement areas while prioritizing development, as it was critical to have the feature ready within a short timeframe for its global launch.

4. Launch

4. Launch

4. Launch

Once the development, design, validation and QA process was completed, it was launched in different countries such as Chile, Peru, Argentina, Colombia, Ecuador, Mexico, Brazil and Spain. Achieving that no complaints or problems are raised with the experience and saving time and workload to the support area.

Responsibilities

Responsibilities

Responsibilities

In this project, I was responsible for a key functionality related to insurance, a sensitive area where users require a fast and simple experience to avoid frustrations and negative perceptions towards the app. This functionality also brought value to the business by automating processes, enabling scalability and the launch of the app in several countries. To achieve this, I worked in coordination with the insurance and support teams, ensuring that user needs and business data aligned with the project objectives and timelines.

In this project, I was responsible for a key functionality related to insurance, a sensitive area where users require a fast and simple experience to avoid frustrations and negative perceptions towards the app. This functionality also brought value to the business by automating processes, enabling scalability and the launch of the app in several countries. To achieve this, I worked in coordination with the insurance and support teams, ensuring that user needs and business data aligned with the project objectives and timelines.

Applied knowledge

Applied knowledge

Applied knowledge

Wireframing, Prototyping, usability testing, Research, interviews, collaborative work, adapting to changes, information architecture.

Wireframing, Prototipado, testeo de usabilidad, 
Research, entrevistas, trabajo colaborativo, adaptación a cambios,  arquitectura de la información.

Wireframing, Prototipado, testeo de usabilidad, Research,entrevistas, trabajo colaborativo, adaptación a cambios,  arquitectura de la información.

Impact

Impact

Impact

We were able to automate the process to request the app's insurance indemnity, this process was manual and therefore directly impacts the scalability of the product both nationally and globally, unifying the experience in a consistent flow that applies in a similar way under different types of insurance, helping to optimize the operation of the insurance area by reducing the amount of workload to the support area (since they no longer have to perform this process), and reducing the friction in the user experience at a delicate moment such as using an insurance-related benefit.
As an additional achievement, no claims, complaints or requests for help were received in the support area about the new experience during the months of its launch.

Challenges

Challenges

Challenges

Coordinate with the insurance support and platform area to understand the needs of the users and the different insurances available to think of a flow that serves most of the cases in the least amount of steps, validating also the feasibility of the ideas with the development team, the challenge was to create a new experience in the app that has a great impact on the performance of the overall experience.

Learning

Learning

Learning

To introduce myself in a new world which is insurance, to adapt in a very short time, to understand the limitations and with that to be able to propose ideas, to talk with the support and insurance area to understand the pains of both their areas and the users gave me a lot of clarity of the business to later continue working in that area.

michaelorellanaherrera@gmail.com

/michael-orellana-064993162/

michaelorellanaherrera@gmail.com

/michael-orellana-064993162/

michaelorellanaherrera@gmail.com

/michael-orellana-064993162/