Auto eFNOL without log in
Auto eFNOL without log in
eFNOL (Electronic First Notice of Loss) allows users to submit an accident claim online through mobile or web, instead of calling an agent. Previously, this flow was only available to members with an AAA.com account, requiring them to log in before filing a claim.
eFNOL (Electronic First Notice of Loss) allows users to submit an accident claim online through mobile or web, instead of calling an agent. Previously, this flow was only available to members with an AAA.com account, requiring them to log in before filing a claim.
eFNOL (Electronic First Notice of Loss) allows users to submit an accident claim online through mobile or web, instead of calling an agent. Previously, this flow was only available to members with an AAA.com account, requiring them to log in before filing a claim.
eFNOL (Electronic First Notice of Loss) allows users to submit an accident claim online through mobile or web, instead of calling an agent. Previously, this flow was only available to members with an AAA.com account, requiring them to log in before filing a claim.
2024
2024
2024
Year
Year
Year
2024 - Q2,Q3
2024 - Q2,Q3
2024 - Q2,Q3
Duration
Duration
Duration
Self Service
Self Service
Team
Team
Team
UX/UI Designer
UX/UI Designer
UX/UI Designer
Role
Role
Role
1year 7months
Duration
Chrome OS
Team
Visual Designer
Role
Visual Designer, Developer, and Motion Designer
Collaborate with
Visual Designer, Developer, and Motion Designer
Visual Designer, Developer, and Motion Designer
Visual Designer, Developer, and Motion Designer
Collaborate with
Collaborate with
Collaborate with
This project introduced a new without-login flow, enabling users to start a claim without an account. Instead of logging in, customers can enter their policy number and basic personal information to proceed. This makes the claims process more accessible, especially for users who don’t have an account or can’t log in at the time of the accident. In addition to designing this new flow, I also updated the experience with 3.0 visual design standards—applying the latest components, creating new ones where needed, and ensuring consistency across the product.
This project introduced a new without-login flow, enabling users to start a claim without an account. Instead of logging in, customers can enter their policy number and basic personal information to proceed. This makes the claims process more accessible, especially for users who don’t have an account or can’t log in at the time of the accident. In addition to designing this new flow, I also updated the experience with 3.0 visual design standards—applying the latest components, creating new ones where needed, and ensuring consistency across the product.
Defined the current problem
Defined the current problem
Currently, we have an existing eFNOL flow that requries users to log in their AAA.com account. This feature has caused two main problem:
First, users who don’t have a AAA.com account must create one before submitting a claim. This leads to a high drop-off rate, increases call volume to agents, and forces users to spend time creating an account in urgent situations.
Second, the high number of calls not only includes claim submissions but also follow-ups and status inquiries. This creates overwhelming call volumes for agents, causing delays in processing claims and reducing overall customer satisfaction.
Currently, we have an existing eFNOL flow that requries users to log in their AAA.com account. This feature has caused two main problem:
First, users who don’t have a AAA.com account must create one before submitting a claim. This leads to a high drop-off rate, increases call volume to agents, and forces users to spend time creating an account in urgent situations.
Second, the high number of calls not only includes claim submissions but also follow-ups and status inquiries. This creates overwhelming call volumes for agents, causing delays in processing claims and reducing overall customer satisfaction.
Currently, we have an existing eFNOL flow that requries users to log in their AAA.com account. This feature has caused two main problem:
First, users who don’t have a AAA.com account must create one before submitting a claim. This leads to a high drop-off rate, increases call volume to agents, and forces users to spend time creating an account in urgent situations.
Second, the high number of calls not only includes claim submissions but also follow-ups and status inquiries. This creates overwhelming call volumes for agents, causing delays in processing claims and reducing overall customer satisfaction.
Currently, we have an existing eFNOL flow that requries users to log in their AAA.com account. This feature has caused two main problem:
First, users who don’t have a AAA.com account must create one before submitting a claim. This leads to a high drop-off rate, increases call volume to agents, and forces users to spend time creating an account in urgent situations.
Second, the high number of calls not only includes claim submissions but also follow-ups and status inquiries. This creates overwhelming call volumes for agents, causing delays in processing claims and reducing overall customer satisfaction.
Product Vision:
Offer insured users a seamless, user-friendly online claims experience that simplifies and accelerates the claims process.
UX goal:
Use plain, user-friendly language to explain each step clearly.
Design a simplified flow to make claims easier to complete.
Introduce a progress bar to help users understand their current progress and what comes next.
Provide clear and accessible information online, reducing the need for customers to call unless they face an issue.
Gather as much initial information as possible so agents don’t need to repeat questions during follow-up.
Identify opportunities to reduce the number of screens, preventing users from feeling overwhelmed by a long flow.
Goal: Created a user friendly time picker component with simple interactions for easily inputting hours, minutes, and AM/PM, allowing users of all age group of enter time as needed.
Product Vision:
Offer insured users a seamless, user-friendly online claims experience that simplifies and accelerates the claims process.
UX goal:
Use plain, user-friendly language to explain each step clearly.
Design a simplified flow to make claims easier to complete.
Introduce a progress bar to help users understand their current progress and what comes next.
Provide clear and accessible information online, reducing the need for customers to call unless they face an issue.
Gather as much initial information as possible so agents don’t need to repeat questions during follow-up.
Identify opportunities to reduce the number of screens, preventing users from feeling overwhelmed by a long flow.
Product Vision:
Offer insured users a seamless, user-friendly online claims experience that simplifies and accelerates the claims process.
UX goal:
Use plain, user-friendly language to explain each step clearly.
Design a simplified flow to make claims easier to complete.
Introduce a progress bar to help users understand their current progress and what comes next.
Provide clear and accessible information online, reducing the need for customers to call unless they face an issue.
Gather as much initial information as possible so agents don’t need to repeat questions during follow-up.
Identify opportunities to reduce the number of screens, preventing users from feeling overwhelmed by a long flow.
Set flow architecture
Set flow architecture
Set flow architecture
Set flow architecture
Entry flow
Entry flow
Entry flow
Authenticate flow
Authenticate flow
Transition page between the each category
Transition page between the each category
Transition page between the each category
QA Testing
QA Testing
QA Testing
QA Testing
Before launching the product, we tested the entire flow using the beta link to ensure everything aligned with the final version. I collaborated with the development team to report and resolve both technical and visual issues.
Before launching the product, we tested the entire flow using the beta link to ensure everything aligned with the final version. I collaborated with the development team to report and resolve both technical and visual issues.
After lunch
After lunch
After lunch
After lunch
After launch, our team continuously monitored submissions, bugs, and errors. Based on the data, I designed additional screens to better guide users through their knockout scenarios. And reduce the drop rated for users.
Conclusion
Conclusion
Conclusion
Conclusion
Throughout the development of our online claim flow without login, we saw a significant increase in submission rates compared to early 2025. Following the success of this flow, the solution is planned to expand beyond AAA members to include third-party users such as law firms, other insurance policyholders, and representatives from partner companies.
