Claims Instructional Video
This is one of 4 animated videos I created for The Hartford to improve their customer experience when filing an auto claim. The primary goal of the video is to guide customers step-by-step through the claim process to ensure they know what to expect and have the best possible outcome. The secondary goal was to reduce call center volume from customers needing repeated assistance with their claims.
My Approach
The claim process was divided into 4 videos - Claims Made Easy, Your Adjuster, Rental Vehicles and Repair Shops. During our brainstorming sessions, I sketched out storyboards and worked one on one with a copywriter to align animations with the script. For the audio, I engaged our video production team to record and produce the voice-over narration. Once storyboards were complete, I began building the graphics and animating each screen with After Effects.
1
Research
Competitor Research, Personas, Process Flow
2
Storyboarding
Brainstorm visual ideas and blend in preliminary copy, establish key frames
3
Visual Design & Content
Create visual assets and create rough keyframes, collaborate with content writer to marry up narrations to keyframes
4
Audio & Animation
Script is recorded and animation development begins
5
Encoding & Hosting
Encoding and final reviews, Host final videos on streaming platform, provide embed links
Tool Set
These are the software applications I used to create the videos. I refined the storyboards and customized the vector graphics with Photoshop and Illustrator. For the audio narrations, I used Audacity to separate the narrated clips. The majority of my time was spent animating the scenes and transitions in After Effects. For the video encoding I used Sorenson Squeeze. Finally, I hosted the videos on our Limelight streaming platform for theharford.com and the Customer Service Center site to link to.
Storyboards
Here are six refined storyboards. These come after the pencil sketches and are often used for reviews and testing. As the lead UX and visual designer, I worked with the claims team to rough out the script and brainstorm the animated visuals that would appear on each screen. These storyboards were sent around the claims team for feedback and I made adjustments and modifications to obtain final approval.
