Device Onboarding Flow
Our team was tasked with creating a user flow in order to onboard drivers to the new device they would receive and need to plug into their vehicles. This device would track data on their miles driven and driving behaviors, a competency Metromile brought to Lemonade.
The product team was quick to jump to the current chat bot solution, Maya, to guide users through the process from shipping their device to them to having successfully plug it in and obtain a signal.
Proposed Solution (Maya)
The lead designer and I realized that this mechanism for walking users through an onboarding process would become tedious and confusing over time. For a streamlined / happy path, it might work, but for the many states we needed to solve for this was not the solution. The lead designer mapped out the different work flows necessary and he moved forward with finding other solutions. Before jumping into full designs, I encouraged them to focus on one or two flows to sell in the idea that we should have a detached experience from Maya.
The result was a streamlined flow via an in-app bottom drawer that guided the user through a step-by-step process from the point their device was shipped to installation. This gave us the flexibility we needed to solve for the many use cases we had.
Final Solution
Driver Experience Vision Strategy
When Metromile was acquired by Lemonade, our team was tasked with bringing our unique value proposition (Pay Per Mile car insurance) to life through product and design. With our robust telematics capabilities we sought to build a long-term roadmap that focuses on quality engagement and retention through easy-to-use mobile tools that eliminate the headaches of car ownership.
Working closely with the Director of Product, we mapped out a strategic vision of how, through the Car business, we could increase engagement for Lemonade’s native app, which included adding a notifications system that had not been considered.
Trips and Billing
We were tasked with introducing Pay-Per-Mile car insurance to Lemonade customers and data from the Metromile app and user research told us that we needed to communicate the relationship between miles driven and insurance costs. Data also showed us that the top 3 items users wanted quick access to via the app was billing, viewing trips and location of their car (for theft alerts, parking info and car health). They also like quick access to their insurance ID cards and roadside assistance. In its original state, Lemonade’s billing information was buried under the fold of the car homepage and was not easily accessible. They had no concept of trips since they didn’t offer pay-per-mile insurance.
We offered a phased approach to introduce easier access to billing information and trip visualization and finally combining both from a UI perspective.
Original Design
Billing under the fold, no option to see trip details.
Phase 1
Billing & Trips brought up on the page with a summary of usage and cost. Offered two design paths and added trip visualization.
Phase 2
Map to indicate car location and whether on or offline
Trip and billing moved to the top with summary of usage and cost
User preference heirarchy
Important notifications brought to forefront of the experience.