Allstate – Tell Your Story

“Tell Your Story” is Allstate’s claim reporting react-based application that uses machine learning models and AI for customers to quickly file an auto claim.
The product went full scale in November 2022.

Since launch, the 2022 modern claim reporting experience received significant drop offs when additional screens were added asking for claimant details.

UX’s analysis revealed this was due to the overall architecture of the app not making sense to our customers.

I was brought in as the lead designer to help restructure the Tell My Story app within a one year time frame so that we could collect more data from our customers while simultaneously increasing user containment and accuracy.

After conducting user research, I was able to create a architecture for 48 dynamic flows that were tailored for different user journey’s during an auto accident. I did so by cross-examining research questions that have the highest financial impact and questions that have the highest customer impacts to generate a flow that best both fit user’s expectations and business prioritization. 

The rebuild of the application took 5 iterations and required significant communication between myself and our 24 engineers during the 6 month period. Each iteration was required so that we could specifically measure how each additional claim reporting question impacted our financial reports.

Since launch, we were able to increase data accuracy while simultaneously increasing containment by 11%. Digital adaption increased from 16% to 19%.