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Virtual Assist

Allstate Insurance is always aiming to make life a bit easier and safer for the customer. When it comes to the insurance claims process, Allstate wants to get the customer back on their feet ASAP, and decided to create Virtual Assist to facilitate their recovery.

My Role

Product Manager and UX Designer led discovery and ideation, conducted user interviews, research synthesis, affinity mapping, feature design and prioritization. Collaborated with product owners, designers, and developers, communicated velocity and progress.


Allstate is always tracking how long it takes for customers to complete their claim process, from first notice of a loss to the return of a repaired vehicle or insurance payout check. Part of this process has to do with supplemental damages, or damages that are uncovered after an initial inspection. This part of the process alone could take up to a week – a truly unacceptable amount of time. We needed to create a way to get supplemental damages assessed and repaired quickly. We also needed a way to ensure our claim adjusters could answer these calls and track the volume of calls. 


After several ideation sessions and weeks of discovery (mainly user interviews, observation, and persona creation), the team decided on a one-to-many video chat solution that links a repair shop to a supplemental claim adjuster, allowing them to log the damages and get approval to move forward quicker. 

In my time on the team, we focused on a full redesign of the mobile experience to allow multiple companies to use the service, route to the appropriate adjusters, and be able to connect without having a claim number. We also designed and built the adjuster-side desktop application to allow them to take appropriately-routed calls, take high-quality photos while on the call, and keep notes and information on each claim while they worked. 

Over 70% of Allstate supplemental damage claims are now handled by Virtual Assist, and it has helped reduce claim resolution time by more than 50%. Customer feedback in testing was 100% positive.


Methods used:

– User interviews, research, and observation

– User journey mapping

– Persona creation

– Affinity diagramming

– Identifying the problem & our assumptions

– Identifying business, product, and technology goals

– Priority matrices

– Feature identification & prioritization

– User story mapping

More information

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