Lead Product Designer // Mobile UIUX
Helping Vehicle Owners Get Back on the Road
CCC Intelligent Solutions offers a wide variety of SaaS solutions within the automotive space. Among them is First Look, a mobile app that helps vehicle owners to send photos and information about their recent car accident to their insurance carrier to quickly obtain an estimated cost of repair and recommendations on repair shops suitable for their claim. It's a stressful situation, as users must navigate through the multiple steps of a complicated insurance process to get their car back onto the road.
Exploring the Existing User Journey
The impetus for this product was to improve upon an existing user experience that customer account managers were reporting was difficult to navigate for end consumers. A deep dive into customers, their user journey, and their jobs-to-be-done was pursued to fully flesh out and understand what the current system state was, where pain points existed, and conveying the story to internal stakeholders.
Design artifacts such as storyboards, flow diagrams, and preliminary wireframes helped document and present findings, while also serving as scaffolding for brainstorming new approaches to the problem space.
Changing UX Paradigms to a Hub & Spoke Model
Previous designs for the mobile app used longer, linear UX flows to gather information important data from vehicle owners. Users reported that flows took too long to do and the process was unclear.
I shifted away from a single, linear flow and redesigned the UX to focus on a hub & spoke system, where the entire flow was broken down into defined, clear tasks. This breakdown demystifies the process for users, keeps tasks focused and clear, and gives more agency to the user on when/how they want to complete tasks.
Updating the Visual Language
The app's UI was also updated to match modern design practices and introduce patterns that can be scaled into other mobile apps in the company’s portfolio. In addition to reusable components, the art style for onboarding illustrations were re-drawn and re-colored by me to further define the visual language and make carrier-customizations easier to handle for both designers and development teams.
Usability Testing
Moderated user testing was done to test the app's new designs with users via usertesting.com. Additionally, in-person testing was done to further understand how users felt about the new photo capture process by being asked to use the app to take photos of their own car. Feedback from users were incorporated into the designs before final handoff to development.
Final Designs & Artifacts
My new designs for a task-based approach to the UX and enhanced photo capture flow increased flow completion by a strong 11%.
The new mobile app’s rollout strategy was a careful, staggered one; smaller insurance carriers received the new app first, with immediate positive response.
Over time, larger carriers adopted the new design and now CCC’s consumer mobile portfolio stands as a strong revenue generator for their business in the Auto-Physical Damage space.
I created a net new design system that documents and componentizes UI elements, screen templates, and typography/grid rules so that designs are scalable from both a design and development perspective.
Real-time, AI-powered photo capture is another feature I designed for the consumer experience, where the user can slowly scan their vehicle while the app automatically captures the photos needed for estimate generation.
Consumer mobile is one of my largest and most successful undertakings as a lead designer - I conducted research, created a design system, and created new UIUX flows as the lead designer and saw tangible, positive results for the business.
