Background
When State Farm customers experience vehicle glass damage, they often turn to the State Farm Mobile App (SFMA) to begin the Claims process.
Problem
Although SFMA allowed customers to report that glass damage had occurred, the app did not provide a visual method to specify where the damage was located on the vehicle. This gap created ambiguity for both customers and claims representatives.
Analysis
I reviewed historical glass-related claim data to identify which window sections were most frequently reported as damaged. These insights informed the design approach and helped define the most intuitive interaction points for users.
Proposed Solution
I designed a series of clean, minimalistic orthographic projections of the user’s vehicle, offering multiple viewpoints. Users can tap specific sections of glass to accurately indicate the damaged area. This interaction improves clarity and reduces friction in the claims process.
Conclusion
The enhanced Glass Claims Flow now provides:
- Intuitive vehicle views with selectable glass sections
- A more accurate and user-friendly method for reporting damage
- Improved clarity for both customers and internal claims teams
