Background

A user wishes to search for a repair estimate after having filed their auto claim through the State Farm Mobile App (SFMA).

Problem

There is a large volume of users calling into customer support because, on SFMA, they are prompted to call support if they have not identified a repair shop to use. There is not a way for them to search for a repair estimate on SFMA.

Analysis

Identify the optimal entry point and establish a clear messaging hierarchy to effectively let the user know that they are at the point in the claims journey where they need to accomplish the task of selecting a repair shop for an estimate.

Proposed solution

From the Claims Overview, the user should have the ability to initiate the process of receiving an estimate from the repair shop of their choice. Other options and details of their claim should be present on the landing screen.

Conclusion

From the Claims Overview, the user is immediately prompted to ‘Select a repair shop’. Other options and details of their claim are present, but of less focus.