University Project | Allied Solutions

GAP Claims Management

Simplifying the process of filing GAP insurance for borrowers.

Timeline

January - May 2025

Timeline

January - May 2025

Role

UX Designer

Role

UX Designer

Timeline

January - May 2025

Timeline

January - May 2025

Timeline

January - May 2025

Timeline

January - May 2025

Role

UX Designer

Role

UX Designer

Role

UX Designer

Role

UX Designer

Skills

Background Research

User Journeys and Flows

Wireframing

Prototyping

Team

Ivan Hsu

Emaline Frey

Shreya Godhani

Frida Montano

Semal Khalil

Stella Lim

Norah Miller

Tyler Nealy

CONTRIBUTIONS

I conducted secondary research to identify gaps and opportunities

I mapped user journey and flows to find possible improvements

I mapped the user journey and flows to find possible improvements

I mapped user journey and flows to find possible improvements

I designed and prototyped dashboard sections at mid-fidelity

I synthesized usability test feedback leading to a single-page dashboard

OVERVIEW

introduction

Allied Solutions helps financial institutions (lenders) offer GAP insurance to borrowers. Our team was tasked with designing the first borrower claim-filing experience on the myinsuranceinfo website.

What is GAP?

GAP (Guaranteed Asset Protection) insurance covers the remaining loan balance that normal car insurance doesn't pay off, if a car is totaled or stolen.

GAP Coverage

Car Insurance

problem

Borrowers can't directly submit or manage GAP claims themselves, causing unnecessary work for lenders and Allied Solutions.

Lenders must call or be called multiple times to get the documents needed, often due to borrowers left in the dark about what they are required to do or the progress of their claims. The process is currently too over-reliant on lender communication.

Borrowers have no direct way to submit GAP claims

No transparency on the status of claims

Lenders and borrowers go back and forth to get documents

preview

A dashboard for users to start claims, guide them on the documents needed, and track the progress of their claim.

PROCESS

research

Why do borrowers struggle with filing GAP claims through lenders?

While lenders are doing much of the work, we also wanted to see what borrowers have to deal with in the current filing experience. Our team researched public forums, looked at competitor websites, and interviewed subject matter experts to identify pain points.

Low understanding and awareness of GAP

Borrowers forget or don't know what GAP is, causing confusion on when to file a claim or what to do.

Unsure when or where to file a claim

Borrowers don't know who to call or how to start the claim process, leading to delays and frustration.

Lack of knowledge of documents

Borrowers don't know what documents are needed, where to find them, or what is acceptable, causing confusion and errors.

No visibility on the status of claims

Borrowers cannot track or view any part of the process, only having calls for accessing information.

Low understanding and awareness of GAP

Borrowers forget or don't know what GAP is, causing confusion on when to file a claim or what to do.

Unsure when or where to file a claim

Borrowers don't know who to call or how to start the claim process, leading to delays and frustration.

Lack of knowledge of documents

Borrowers don't know what documents are needed, where to find them, or what is acceptable, causing confusion and errors.

No visibility on the status of claims

Borrowers cannot track or view any part of the process, only having calls for accessing information.

Low understanding and awareness of GAP

Borrowers forget or don't know what GAP is, causing confusion on when to file a claim or what to do.

Unsure when or where to file a claim

Borrowers don't know who to call or how to start the claim process, leading to delays and frustration.

Lack of knowledge of documents

Borrowers don't know what documents are needed, where to find them, or what is acceptable, causing confusion and errors.

No visibility on the status of claims

Borrowers cannot track or view any part of the process, only having calls for accessing information.

Low understanding and awareness of GAP

Borrowers forget or don't know what GAP is, causing confusion on when to file a claim or what to do.

Unsure when or where to file a claim

Borrowers don't know who to call or how to start the claim process, leading to delays and frustration.

Lack of knowledge of documents

Borrowers don't know what documents are needed, where to find them, or what is acceptable, causing confusion and errors.

No visibility on the status of claims

Borrowers cannot track or view any part of the process, only having calls for accessing information.

Low understanding and awareness of GAP

Borrowers forget or don't know what GAP is, causing confusion on when to file a claim or what to do.

Unsure when or where to file a claim

Borrowers don't know who to call or how to start the claim process, leading to delays and frustration.

Lack of knowledge of documents

Borrowers don't know what documents are needed, where to find them, or what is acceptable, causing confusion and errors.

No visibility on the status of claims

Borrowers cannot track or view any part of the process, only having calls for accessing information.

user journey

Mapping the journey identified areas our design could simplify

We found that borrowers face many challenges not from their own errors, rather an unclear process. To understand why, our team mapped the steps each stakeholder takes for a claim.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and send documents to lenders

Pain Point:

No filing clarity

Receives call to submit the documents

Told that their car's loan is completely paid off

Pain Point:

Lack of documents knowledge

Pain Point:

No visibility on status

Pain Point:

Low GAP awareness

Tells borrower they have GAP insurance

Asks borrowers to send the documents

Notified of errors from the documents

Gets notified of claim approval and loan payment

Problem:

No way to directly file a claim

Problem:

Back and forth between lenders and borrowers

Send documents to Allied to check accuracy

Informs borrower of remaining balance

Validate and processes documents

Fulfills claim and gives check to lender

Contacts lenders to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Key Insights

01 | No Direction

Borrowers notified of remaining balance or GAP but don't know the next steps to do

Leads to uncertainty and adds extra calls.

02 | Document Loop

All communication goes through lenders so Allied can't guide borrowers on how to properly file claim

Often causes errors leading to a call cycle and frustration

03 | No Feedback

Borrowers can only wait after submitting documents as lender and Allied steps are invisible

Creates uncertainty and adds more support calls.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and send documents to lenders

Pain Point:

No filing clarity

Receives call to submit the documents

Told that their car's loan is completely paid off

Pain Point:

Lack of documents knowledge

Pain Point:

No visibility on status

Pain Point:

Low GAP awareness

Tells borrower they have GAP insurance

Asks borrowers to send the documents

Notified of errors from the documents

Gets notified of claim approval and loan payment

Problem:

No way to directly file a claim

Problem:

Back and forth between lenders and borrowers

Send documents to Allied to check accuracy

Informs borrower of remaining balance

Validate and processes documents

Fulfills claim and gives check to lender

Contacts lenders to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Key Insights

01 | No Direction

Borrowers notified of remaining balance or GAP but don't know the next steps to do

Leads to uncertainty and adds extra calls.

02 | Document Loop

All communication goes through lenders so Allied can't guide borrowers on how to properly file claim

Often causes errors leading to a call cycle and frustration

03 | No Feedback

Borrowers can only wait after submitting documents as lender and Allied steps are invisible

Creates uncertainty and adds more support calls.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and send documents to lenders

Pain Point:

No filing clarity

Receives call to submit the documents

Told that their car's loan is completely paid off

Pain Point:

Lack of documents knowledge

Pain Point:

No visibility on status

Pain Point:

Low GAP awareness

Tells borrower they have GAP insurance

Asks borrowers to send the documents

Notified of errors from the documents

Gets notified of claim approval and loan payment

Problem:

No way to directly file a claim

Problem:

Back and forth between lenders and borrowers

Send documents to Allied to check accuracy

Informs borrower of remaining balance

Validate and processes documents

Fulfills claim and gives check to lender

Contacts lenders to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Key Insights

01 | No Direction

Borrowers notified of remaining balance or GAP but don't know the next steps to do

Leads to uncertainty and adds extra calls.

02 | Document Loop

All communication goes through lenders so Allied can't guide borrowers on how to properly file claim

Often causes errors leading to a call cycle and frustration

03 | No Feedback

Borrowers can only wait after submitting documents as lender and Allied steps are invisible

Creates uncertainty and adds more support calls.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and send documents to lenders

Pain Point:

No filing clarity

Receives call to submit the documents

Told that their car's loan is completely paid off

Pain Point:

Lack of documents knowledge

Pain Point:

No visibility on status

Pain Point:

Low GAP awareness

Tells borrower they have GAP insurance

Asks borrowers to send the documents

Notified of errors from the documents

Gets notified of claim approval and loan payment

Problem:

No way to directly file a claim

Problem:

Back and forth between lenders and borrowers

Send documents to Allied to check accuracy

Informs borrower of remaining balance

Validate and processes documents

Fulfills claim and gives check to lender

Contacts lenders to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Key Insights

01 | No Direction

Borrowers notified of remaining balance or GAP but don't know the next steps to do

Leads to uncertainty and adds extra calls.

02 | Document Loop

All communication goes through lenders so Allied can't guide borrowers on how to properly file claim

Often causes errors leading to a call cycle and frustration

03 | No Feedback

Borrowers can only wait after submitting documents as lender and Allied steps are invisible

Creates uncertainty and adds more support calls.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and send documents to lenders

Pain Point:

No filing clarity

Receives call to submit the documents

Told that their car's loan is completely paid off

Pain Point:

Lack of documents knowledge

Pain Point:

No visibility on status

Pain Point:

Low GAP awareness

Tells borrower they have GAP insurance

Asks borrowers to send the documents

Notified of errors from the documents

Gets notified of claim approval and loan payment

Problem:

No way to directly file a claim

Problem:

Back and forth between lenders and borrowers

Send documents to Allied to check accuracy

Informs borrower of remaining balance

Validate and processes documents

Fulfills claim and gives check to lender

Contacts lenders to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Key Insights

01 | No Direction

Borrowers notified of remaining balance or GAP but don't know the next steps to do

Leads to uncertainty and adds extra calls.

02 | Document Loop

All communication goes through lenders so Allied can't guide borrowers on how to properly file claim

Often causes errors leading to a call cycle and frustration

03 | No Feedback

Borrowers can only wait after submitting documents as lender and Allied steps are invisible

Creates uncertainty and adds more support calls.

exploration

Early dashboard designs created ideas and solutions

We decided a dashboard was the best solution as users can manage and track progress in one place while filing without lenders. These designs solved pain points and was the foundation for our final design.

Giving borrowers a progress overview

Prioritized claim progress since users are concerned about status

Task list helps users see what documents they need to upload

Show contract information to give users transparency on the details

ADDRESSES

No visibility, Unsure where to file, Lack of document knowledge

Overview page that has a progress widget and preview of contract and documents pages

Providing a space to upload documents

Self-service so users don’t need to call lenders to submit documents

Examples since users often don’t know what the document is

Gives status of uploaded documents to notify of progress

ADDRESSES

No direct submission, Lack of documents knowledge, Document loop, No feedback

Documents page that allows users to view what they need to submit and the progress of their submitted ones.

Trying a simpler approach with only one screen

Putting everything all in one place

When working on the dashboard, I realized claim filing was simpler than we realized; submit documents and get approved. That’s it. Our early designs were based on the idea that claim filing is a complex task so to help users see its simplicity, I combined all the pages into small sections on one page which helps users:

See everything directly and clearly so it's less confusing

Upload documents without clicking to other pages

View condensed contract page into one small widget to reduce redundancy

Dashboard with the same functionality as the multi-paged, but condensed to fit on one page

Validating the decision

Our team was concerned making the dashboard into one page would confuse user mental models, but I hypothesized that the one-page layout was simple, so users would have no problems. To confirm, we tested with users to get their thoughts.

4/6

Users

liked the single-paged dashboard and had minimal issues

Iterations

Addressing user testing feedback to further clarify the process

Our user tests found issues and helped our team think of new problems emerging from a one-page design. I was in charge of creating solutions for these problems through our iterations.

Prioritization of documents

Users weren’t sure why claim progress was so big, helping us realize that a user’s main goal is to submit the documents and cover their loan, not see progress. As a result, we moved the documents to the top right to emphasize its importance.

OLD

Screen height

NEW

Fitting everything on one screen

Users had trouble with navigating when the dashboard was longer than the screen so we condensed it so everything fit without scrolling, taking advantage of the prior change to fix this issues. This change brought more clarity and simplicity.

Minor Changes

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

Users may not know where to start, so we added a banner to help guide users and know what is most important to submit

If users already started their claim, they have no reason to cancel. Having it could cause accidental errors so we removed the cancel button.

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

OLD

NEW

Minor Changes

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

Users may not know where to start, so we added a banner to help guide users and know what is most important to submit

If users already started their claim, they have no reason to cancel. Having it could cause accidental errors so we removed the cancel button.

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

OLD

NEW

Minor Changes

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

Users may not know where to start, so we added a banner to help guide users and know what is most important to submit

If users already started their claim, they have no reason to cancel. Having it could cause accidental errors so we removed the cancel button.

Users know how the document looks like with the example, but not how to get it so we added a tooltip to help inform them.

OLD

NEW

RESULT

Final Design

A simpler GAP filing experience for borrowers

After testing with users and iterating on our designs, we created our final version of the borrower-facing GAP claim dashboard.

Pre-Claim Dashboard

A screen where users can know what website they would go to when needing to file a claim.

Onboarding

A guided onboarding to decrease difficulty and confusion, helping users feel confident about knowing how to file a claim smoothly.

FAQs

Educate users on what GAP is and provide clarity on how to file, as well as reassuring users of questions they may have.

Main Dashboard

Way for users to directly file claims and submit documents without the pressure of phone calls, along with tracking features to set aside worries of whether their claim is being processed.

impact

The New Journey

With our dashboard, borrowers have a simpler process to successfully receive GAP insurance. Their steps are more direct and require less work to move on.

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Borrower

Lender

Allied

Gets call that there is a remaining balance

Gets a call that they bought GAP insurance

Obtain and sends documents to lenders

Opens our GAP claim dashboard and starts claim

Told that their car's loan is completely paid off

GAP Dashboard:

Borrower can access progress anytime

Tells borrower they have GAP and to use our dashboard

Gets notified of claim approval and loan payment

Informs borrower of remaining balance

No lender actions

Validate and processes documents

Fulfills claim and gives check to lender

Contacts borrower to tell them about errors

No Allied actions

Becoming aware of GAP

Filing a claim

Receiving GAP

Improvements

01 | Filing Clarity

Borrowers notified of remaining balance or GAP know where they need to go and what to do

No need for more calls as borrowers have a direct way to file claims

02 | GAP Dashboard

Borrowers use the dashboard to easily understand what needs to be done, communicating with Allied directly

Lenders don't need to do extra work, giving users full control

03 | Progress Feedback

Borrowers can access the dashboard whenever they want, tracking the status of their claim

Creates transparency and reduces calls for status checks

Impact Takeaways

Removed reliance on lenders in the claim filing phase so they don’t have to do extra work as a middleman

Reduced the estimated number of calls to lenders to a maximum of 3 compared to before with 4+

Streamlined GAP filing process by creating a self-service so users have full control and transparency