The Product
OCS (Ontario Cannabis Store) Claims Digitization is meant to improve upon the traditional method users have for submitting a claim. The previous claims process was inefficient, time-consuming, and prone to errors due to its heavy reliance on users submitting their information. This claims project was geared to make life easier for everyone involved.
The Problem
The current claim submission process is complex for both customers and the CSC team. For customers, they are spending an average of 10 min per claim using a very manual process.
The Goal
Provide a platform for LPs to maximize their sales and allow the option for faster deliveries for those who can do so.
My Role
UX designer
Responsibilities
Low and High fidelity prototyping, wireframes
Project Duration
January 2024 - April 2024
Overview
Wholesale customers have three separate channels (phone, webform, chat), to submit a product-related claim. Although claims are currently addressed on the same day, and resolved on average within 5 days, we continue to see customers avoid the process, providing feedback about the high effort required to get a resolution from a submission point of view. Additionally, we continue to see uptrends in claims, which pose a risk to CSC’s KPIs and overall customer sentiment.
The current claim submission process is complex for both customers and the CSC team. For customers, they are spending an average of 10 min per claim using a very manual process and as a result, the adoption rate is low For CSC team, they spend 12 min per claim and have to deal with manual and multiple systems to do their work, as a result the process is not scalable to increases or spikes in claims submission volumes Negative impact to legal market (final sale / no return policies)
Pain Points
Time
Customers are spending on average 10 mins per claim
Effort
Submitting a claim is a very manual process and as a result, the adoption rate is low
Target State
A net new, modern, low-effort end-to-end claims submission process for OCS Wholesale Customers, where fluctuation in volume does not impact customer effort, OCS’ operational costs and resolution times. The target state vision is to allow the customer to submit a claim more efficiently through the B2B Portal and allow the customer to have visibility monitor and support the claim through the portal.
Improve Submission Time
Reduce the amount of time users need to submit a claim
Claims History
Maintain a dashboard where users can review and action on submitted claims.
After reviewing the requirements I realized this was going to be a net new set of designs implemented into B2B portal. Before starting the actual wireframes, I wanted to develop a set of user flows to ensure that the designs that I create allow the customers to submit their claims as fast as possible without any issues.
The initial flow started with users going from the order history tab in the account centre, identifying the product within their sales order and starting the claim from here. From there they would be able to select the claim type: Product, Delivery, or Mis-Ship issue, then they would enter the claim details and submit it.
Simple right? Well, this caused a load of problems and made the process linear. What if they had multiple issues within the same order? Would they have to go through the claim flow multiple times? How many places can they start a claim from? Some claim types aren’t as prevalent so why do they appear right at the beginning?
Starting the Design
After numerous meetings with the business, the user flow below was the agreed-upon experience. Instead of directing the user down a specific path, we give them the option to decide how and what they need to submit the claim for. The following user story was the catalyst for the designs and sure flow below.
“As a Wholesale Customer (LR), I want to be able to submit a claim through my B2B Account. Given the LR would like to submit a claim, when they have successfully searched and found the impacted SKU, then there should be an option within claims history to “submit claim” that will automatically prepopulate required fields from the impacted SKU for the CRM Case. Users can initiate a claim from the Claims Dashboard and select the Start a Claim button.
Users can search for the impacted SKU and select it
If the claim is initiated by selecting an Order ID from the search results
The system will retrieve and display all SKUs from the order as well as the order details
If the claim is initiated by selecting a SKU from the search results
The system will retrieve the order for that SKU and display all SKUs from that order as well as the order details
The selected SKU from the search results (a page prior) will be preselected and visible at the top of the result stack
The user can select additional SKUs to add to the claim
The user can search the order for specific SKUs by SKU, Item Name, and Lot Number”
Claims Dashboard
To start the claim process the users will have to navigate to their claims dashboard within the account centre. A straightforward expectation when you’re trying to submit a claim. Here is also where the users can stay up to date about claims submitted, their status and any credit sent back to the user once the claim is resolved.
Starting a Claim
Starting the claim is where the fun begins, users can search and filter for the Order ID tied to the product they want to submit the claim for. I learned that users may search and sort through their Order IDs differently so I implemented a dropdown within the search to filter specifically with that search criteria. Once the user has identified the sales order they can select the “Submit a Claim” at the end of the row.
The hard part is done, here users can search through that order and identify the products they need to submit for. Instead of manually having to enter in the product information its as simple as selecting the checkbox. Any mis-shipped product can simply be added to the order on this screen as well. No need to start the claim process from the beginning.
Sales Order Details
Claim Details
We’re almost there, all that’s left is to enter the claim details. Since each product has different reasons based on the product type those options will populate in the “Reason for Claim” dropdown, simply select it, enter the number of units affected, add additional comments if necessary and upload images. Just like that, a claim has been submitted!
Takeaways
Impact:
As a result of the new claims submission experience the overall time it takes to submit a claims has been reduced by 50%.
What I learned:
Claims digitization was an exciting project to work on, this was a project where I was able to leverage my creative thinking and utilize a user-centred approach to its fullest, by leveraging automation where necessary an amazing solution was implemented.