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What techniques can design researchers learn from insurance claims investigation?. UX Cambridge. Lyzbelle Strahan. Disclaimer. (Let’s discuss the fine print at the beginning). A bit about me. Worked as a claims assessor for 2 years - PowerPoint PPT Presentation
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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
