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Client
JP Knights
My role
UX Research
UI Design
Summary
I created an accident-reporting application for response officer to counter the traditional method of writing down reports when they are at the accident site.
Project Manage In Development
PROblem statement
The project is an integrated Motor Insurance Class Module with a Mobile Accident Reporting Platform. An application that allows fast response officer to document reports efficiently while on site after being activated by the customer. This would support ease of assistance activation for the customer, less manual work required which reduces the cost of the company by 30%, better control processes and having extensive customer database management. This project will also utilise the use of OCR technology to scan identification card, driving license card and car plate.
Design Process
User Perspective
The response officer, or FRO will be utilising the application the most. Thus, more research to be done in this area.
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Technical Perspective
I had to understand all the documentation and questions they needed to fill when they are on site, and learned the technicality of submitting those document to the call centre for approval.
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Design Perspective
The admin panel, which the call centre employees will be managing, and handling cases, will have a similar design to the user-facing application (FRO).
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Research Methods
Key Players
Collective Feedbacks From Prototype Testing
User Journey
Research Study And Moodboard
The TASK
The goal of this project is to find what is the job role of each key player, providing a user journey for each of them and how the application can help to address and tackle the current situation, which is manually list down the details with pen and paper. This is crucial as one of the current procedures which is to have a sketch Plan, requires one of the key players to draw how the accident occur. My task is to ensure how I can replicate this idea into the application which acts as a one-stop form submission.
Key Players
Drivers (Customers)
Customers will report to the call centre for accident reporting. Customers do not have a platform for reporting.
Fast Response Officer (FRO)
Fast Response Officer or FRO, will be given an application to list down all of the documents needed.
Call Centre Admin
Call Centre will be given an admin panel to create a case after being reported, find nearest FRO via the GPS tracker and request the FRO to the site immediately.
The USER JOURNEY
Flash Response Officer (FRO) APP And Desktop
Call Centre Admin User Journey
Project Goals
Find out key players.
Provide a working prototype to showcase client, gather a few FRO to utilise the application and call centre employees to use the admin panel.
Craft out a journey map for affected key players, especially the FRO and the Call Centre Admin.
Work closely with developer, especially the connection between the admin panel and the FRO application.
Produce a wireframe that is suitable for each of the players.
Selected Wireframe SAMPLEs
Is the problem solved?
Did I Solve it?
While the traditional method has been adapted by almost all of their current FRO, it is hard for them to transit to the new platform. However, with the implementation of Optical Character Recognition (OCR) technology, it helps to reduce the effort of key in information manually.​
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reflection
Working on such project allows me to understand how the company's current procedures, analysing the pain point of the existing procedures with the idea that has been presented to them - OCR technology. Thus, the use of OCR, to me helps to eliminate redundant efforts and information can be retrieve just by using the OCR scanning.
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