I designed a real-time claims chatbot to automate claim collection and decrease time-to-process.
Mulberry set out to redefine extended warranties. When your purchase goes wrong and you have to file a claim, it can be an aggravating and cumbersome process. Before the redesign, Mulberry had a basic intake form and customers were not able to provide all necessary details the Customer Success team needed to swiftly process the claim.
I was the lead Product Designer and collaborated with the Product Manager, and Engineering team to build and end-to-end feature.
Audit, Discovery, Design Sprint, Execution
We set out to entirely reimagine the claims process into a chatbot experience. Chatbot UX is commonly known to be used in customer experiences because it provides clear, linear steps, and a human characteristic to the business. This overhaul was also a chance to enable automatic approvals when possible.Key features of the chatbot:
- Solving for different warranty types, and allowing easier claims to be automatically approved - BIG WIN!
- Identifying edge cases with the Customer Success team, and allow the chatbot to escalate customers to a real person.
- Upon claim approval, the chatbot confirms additional details so customers can receive resolutions faster (this used to require additional rounds with representatives)
- On the admin dashboard: Provide a view and claim details for the CX team to move cases along and add notes.
User research
Userflows
The internal dashboard view that collected claim details from the chatbot for CX team.