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.

The internal dashboard view that collected claim details from the chatbot for CX team.