AI-POWERED ADMINISTRATIVE APP
Virtual Claim Process Flow Assistance Web App
Our client needs a more efficient way to give information, fill communication gaps, keep parties honest, and mitigate potential technical issues. Current state of a public Adjuster's workflow is chaotic and depends on a full-time admin to coordinate the initial intake process or the public adjuster to carve out time and send all of the necessary documents. Our main objective is to free up as many mundane tasks as possible!
Timeline
From discovery to initial project direction in 18 weeks while working with multiple projects at the same time
Background
Contents.io is a web application that helps independent public adjusters manage claims efficiently through automated scheduling, digital documentation, and AI-powered administrative tools. It streamlines the claims process by eliminating paperwork and organizing client communication.
This category details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Problem Discovery
I started working through discovery exercises to get a deeper understanding of what the entire process could look like. I utilized mind maps, diagrams, empathy maps and more detailing the needs of a public adjuster when communicating with clients.
User Research & Needs Analysis
After understanding the end-to-end process, I recognized that public adjusters juggling paperwork limits the number of claims they can handle. Because the nature of their business is freelance, it became clear that inconsistent claim timelines create revenue stream challenges. This means efficiency in administrative tasks is equally as important as the public adjusting itself.
User Experience Considerations
Focused on independent public adjusters as primary users and Identified key pain points:
Time split between admin and actual adjusting work, Need for better claim organization, Communication bottlenecks, and Document management challenges.
Prioritized ease of use with features like; Voice-to-text for easier data entry, Template-based correspondence, Organized claim data visualization, and Flexible scheduling options.
Contents.io streamlines public adjusting by digitalizing administrative tasks, enabling adjusters to manage more claims efficiently while maintaining quality service.
Virtual Claim Intake
The digital intake system allows clients to complete all necessary paperwork through their smartphones, featuring intuitive text-to-speech capabilities for effortless data entry. Through Plaud.ai integration, the system can transcribe notes while organizing all intake data into a clear, reviewable format that simplifies the claim initiation process.
Callback Management
The system provides adjusters with immediate access to comprehensive intake data during client communications, presenting information in an easily digestible format for efficient claim review. By incorporating Calendly-style scheduling functionality, the platform streamlines inspection appointments, offering flexible scheduling options within a two-week window from initial intake.
Site Inspection Coordination
The platform offers dual scheduling approaches to maximize efficiency for both clients and adjusters. Clients can suggest preferred dates and times within a two-week window, or adjusters can propose times based on geographical efficiency when multiple claims exist in similar areas. This flexibility optimizes travel time and increases daily inspection capacity.
Digital Documentation
The documentation system enables seamless electronic signature capture for all essential documents, allowing clients to sign via smartphone or computer from any location. It automates the delivery of Letters of Representation (LOR) and contracts while maintaining consistent communication through pre-built email templates for both client and insurance correspondence.
Mobile-First Design
Ensuring accessibility across all devices and the appealing to the most common device available to policy holders while experiencing a loss.