Claims processing rethought: The AXA billing portal for workshops
A digital portal for garage operators for transparent invoice verification – reduces processing times and minimizes ping-pong communication.
Ergebnisse
Cost reduction through accelerated invoice processing
Minimization of inquiries and reduced "ping-pong" between AXA and garages
Increase in user satisfaction through transparent and simple processes
Fast implementation within a few months including testing and iterations
TEAM
Business Analyst
Produkt Manager
Front End Entwickler
Externe Agentur
TOOLS
Figma
Testing Time
METHODEN
Remote Testing
Co-Creation Sessions
User Interviews
Prototyping
UX Writing
Feedback Evaluation
Usability Testing
Situation
Complex and inefficient billing processes for damage reports
Initial Situation: Garagists submitted invoices, often lacking information, which led to lengthy inquiries and delays.
Problem: No transparency regarding missing documents or items not covered on invoices.
Goal: Create a digital portal that simplifies and accelerates the submission and review process for garagists.
Challenge
Missing transparency and inefficient coordination processes
High manual effort: Many inquiries between AXA and garages resulted in long processing times.
Lack of overview: Garage operators had no insight into the status of their invoices or open issues.
Dissatisfaction: The sluggish process led to frustration among all parties involved.
Lösung
Development of an intuitive, transparent invoice verification portal
Design and UX Research: Creation of a user-centered portal with a clear overview of invoice status and requirements.
Co-Working Mode: Close collaboration with AXA departments and external agencies for rapid and effective implementation.
Usability Testing: Early involvement of garage operators to ensure understandability and acceptance.
Learnings
Early co-working is crucial
Intensify team collaboration: Joint work with departments, developers, and designers has proven to be extremely valuable.
Strengthen user integration: Direct testing with end users (garage owners) has significantly improved the product and should happen even earlier and more frequently in the future.
