What techniques can design researchers learn from insurance claims investigation?

What techniques can design researchers learn from insurance claims investigation?

UX Cambridge

Lyzbelle Strahan

(Let’s discuss the fine print at the beginning)

Disclaimer

Worked as a claims assessor for 2 yearsAssessed automotive accidents (no injuries), property damage (commercial and homeowners), employee dishonesty claim (this is a specialization)Dealt with claims ranging from 2,000—400,000 USD

A bit about meA condensed version of a convoluted history*

NowUni MScInsurance

*(not to scale)

The basics Structuring the interview

Communication Recording responses

The basics

ProtocolsTypes of questions

You will see me type during the interview. I am doing this because I want to make sure everything is recorded accurately.

ProtocolsThe basics

I see in your file that you’ve had a house fire. Are you and your family ok?

Do I have your permission to turn on the tape recorder?

Set a routine

The basics Protocols

You were at the intersection of 29th and Southern avenue when you hit another vehicle, weren’t you?

Ask open-ended questions

Limit yes/no questions

Don’t ask leading questions

The basics Questions

Please tell me, in your own words, how did the accident happen?

Was anyone injured?

Semantic groupingsIdentifying and prioritizing information neededValidating information

Structuring the interview

Structuring the interview Semantic groupings

Structuring the interview Semantic groupings

Identifying and prioritizing information needed

I want to know if there’s a discrepancy between the speed limit and the car’s speed.

How do I find this out in an unbiased way?

Structuring the interview

Structuring the interview

Identifying and prioritizing information needed

Structuring the interview

Identifying and prioritizing information needed

The driver of car A says one thing, the driver of car B says another.

How do I find out who’s right?

Structuring the interview Validating statements

Communication

Emphatic listeningPower exchange

Habit 5: Seek First to Understand, Then to be Understood

Synopsis: Use empathetic listening to be genuinely influenced by a person, which compels them to reciprocate the listening and take an open mind to being influenced by you. This creates an atmosphere of caring, respect, and positive problem solving.

Empathic listeningCommunication

’‘

• Be non-judgemental and avoid emotional involvement

Empathic listeningCommunication

• Observe the emotions behind the words and respond to the emotion as well as the words

Key attributes:

• Be quiet and give the interviewee space—they will provide an answer

• Restate what you perceive the speaker to be saying

So let me see if I understand properly…

Power exchangeCommunication

Recording the responses

ShorthandChunkingStatement Templates

Insurance-related shorthand

ShorthandRecording the responses

C&OIV / DIV

RPT

DMG

WIT

OV / DOV

CLMT

INSD

POL

POI

UX-related shorthand (?)

ShorthandRecording the responses

W/OJNY

W/

B/C

RPT

TA

MENT MOD

PP

W/E

POA

ChunkingRecording the responses

TemplatesRecording the responses

Which tool?

UPPER CASElower caseMixed Case

Punctuation?

Obtain permissionOpening / Closing statementsFrame questions to solicit answers

Summary

Semantic groupingsPlacing the important questions in the right part of the statement

Learn more information by responding to verbal and emotional cuesTurn-taking: ask / listen listen / ask

ShorthandChunking

Lyzbelle Strahanlyzbelle.strahan@tobias.tv

020 7371 6695www.tobias.tv

Thanks