Reimagining Insurance with AI-Powered Experiences
A returning-customer concept that brings an unfinished auto quote, its progress, and a clear next step into one place, with contextual guidance nearby.
Explore the design approach
01 / CUSTOMER NEEDS
Design around the customer’s next step.
These task lenses translate the documented project direction into clear design priorities. They summarize the work; they are not presented as original participant profiles.
A customer returning to an unfinished quote
Recognize the saved quote, understand its status, and pick up without repeating earlier work.
02 / DESIGN ARTIFACTS
From customer need to a clearer next step.
Browse the key screens, trace the interaction model, or try the original prototype.
PROTOTYPE SCREEN 01
Bring the unfinished quote forward
The homepage concept pairs a welcome-back message and saved auto quote with a prominent Continue action, recommendations, and contextual assistance.
Open interactive prototype in a new tab03 / DESIGN APPROACH
Connect continuity, personalization, and assistance.
When a customer returns mid-quote, they need to recover context and continue without repeating earlier work. This concept explores a homepage that brings the saved quote and next step back into view.
- 01
Experience strategy
Connected the returning-customer direction with the broader Digital Assistance strategy, centering the customer’s existing task and next step.
- 02
Homepage & interaction direction
Explored how saved-quote status, continuation, personalized recommendations, and assistance could share one coherent starting point.
- 03
Research & shared standards
Directed research and prototypes across the broader program, working with Product, Engineering, Research, and Data Science on reusable Digital Assistance patterns.
04 / RESEARCH & VALIDATION
Grounded in research. Measured with care.
These records summarize broader program research and design rationale. Participant-level findings and quote-specific outcome measures are not included here.
Broader State Farm program evidence that framed the opportunity for clearer guidance and human handoff. These figures are not results from this specific prototype.
Can people recognize their saved quote?
Evaluate whether the welcome-back message, quote information, status, and continuation action help a returning customer regain context.
Does personalization support the task?
Test whether recommendations feel relevant while the unfinished quote remains easy to find and continue.
Is assistance useful at the point of need?
Evaluate the Digital Assistant entry point, explanations, transitions, and access to human support alongside the customer’s current task.
Validation focus: task completion, understanding and trust, plus the ability to continue or reach human help. No quote-conversion lift is claimed.