The Hartford - Easing the pain at the most difficult moment of car ownership

Getting into a car accident can be one of the most difficult moments in a person’s life. For many people, dealing with their insurance company adds to the stress. The Hartford engaged with Method to looking for ways to ease the pain of the claims process and to translate high-touch personalized care into their digital experiences.

I led a discovery phase that consisted of stakeholder and SME interviews, shadowing of call center reps and appraisers, and an analysis of industry trends. I developed and conducted a research program that consisted of ethnographic interviews with people in multiple cities who had recently experienced a car accident. Based on the findings my team developed experience principles, a customer journey map, and set digital strategy for a new claims experience.