State Farm
In the summer of 2023, I interned with State Farm's Claims XD team, where I developed a prototype to improve the claims hub experience for State Farm customers.
My main project was to determine how to properly display FAQs dependent upon the type of loss (Structural Damage and Personal Property). The project's goal was to display help content coverages to users without creating an unsatisfactory customer experience. I designed numerous iterations and mockups in collaboration with stakeholders in Fire Claims Hub.
Role
Duration
January 2023 - August 2023
Team
Associates Claims XD
Tools
Figma
FigJam
Microsoft Teams
The Problem
Users can’t easily access FAQs for fire coverages
State Farm's Claims Hub offers two different sections: Auto and Fire. Auto has a help drawer filled with FAQs, but Fire lacks this feature, leaving users without easy access to information on fire-related claims. This gap meant that users couldn’t learn more about the two primary coverages (structural damage and personal property) in the Fire Claims Hub.
My goal was to design a solution that provides clear, easy-to-understand FAQs about fire coverages without overloading the user.
Discovery
Investigating the gaps 🧐
To kick things off, I compared the Auto Claims Help drawer to the Fire Claims Help drawer. My mentor and I brainstormed some key questions to guide our design exploration:
What FAQs should be included for SD and PP?
Should we create FAQs that cover the differences between SD and PP?
Can we introduce an additional level in the Claims Help drawer?
Are the FAQs in the Auto section relevant to Fire claims?
Answering these questions was critical in shaping the direction of the design. We also realized that our solution needed to be easy to use, clear, and aligned with State Farm’s design principles.
Initial Design
Multiple levels, many options 📐
After discussing with the fire product owners, I drafted an initial design that divided the FAQs into several levels. Here’s how it worked:
Level 0: Users choose a coverage type (SD or PP).
Level 1: Subcategories under each coverage.
Level 2: Detailed FAQs about each subcategory, which expand when clicked.
Level 3: If users click on specific questions, they dive deeper into FAQs.
After submitting my first design, stakeholders asked for a simpler design that removed Level 0 and reduced the number of screens.
Iteration
Big brain power at work! 🧠
This is where the magic happened! I came up with five different design iterations that combined SD and PP into a single, streamlined level. At first, I struggled to land on the best solution, so I presented my designs in a design review. The feedback from my fellow designers was invaluable, as they pointed out key things to consider:
Consistency: Is this aligned with the overall user experience?
Design Guide: Does it fit within State Farm’s design standards?
Using their feedback, I weighed the pros and cons of each design, ultimately settling on the winning option—design #5. 🎉
Final Design
Simplified and responsive ✨
In the final design, users no longer had to click through multiple screens. Instead, they can now expand panels within the Claims Hub to directly access coverage FAQs. With just one click on the chevron icon, users can easily find the information they need without unnecessary steps.
This simplified design met both user needs and business goals, while ensuring that it was easy for developers to implement.
MAX Design Guide
In addition to my main project, I also collaborated with the MAX design team to improve their Figma UI library and online design guide. I updated component photos, streamlined guidelines with bullet points, and added helpful features like auto layout and buttons to existing cards. This contribution ensured that State Farm’s design system was cohesive, intuitive, and easy for designers to use.
48in48
As part of State Farm’s 48in48 event, I had the opportunity to volunteer and help design a website for Glamourgency, an organization dedicated to educating children and parents on caring for textured hair.
I took charge of creating wireframes and ensuring that the website matched the owner’s vision. Working on this project was incredibly rewarding, especially since it aligned with my passion for nonprofits and community-driven design.
Reflection
Takeaways 🌱
Initially, I thought my first design was the final one. But after leaning into feedback, I learned how to iterate effectively and feel more confident in my design decisions. Criticism isn’t something to shy away from—it’s essential for growth! 🙌
This internship has taught me so much about real-world design, collaboration, and how to tackle complex design challenges in a structured way. I’m excited to keep learning and growing as a designer, and I can't wait to take on my next challenge!