Preparing a claims floor for a usage review

Before Utilitybloom arrives, a claims supervisor can do four things that save a week: a live handset, an unfinished extract, a named contact, and a list of people who already abandoned the task.

A usage review fails in the first two days for ordinary reasons. The demo build is not production. The extract is downloads, not tasks. The only person who can approve policyholder sessions is on leave. None of that is mysterious, and all of it is avoidable.

A production handset. Not a vendor tablet in a glass room. The Android or iPhone your staff would actually use to show a customer the app, with the same login friction.

An unfinished extract. Starts and stops for the four tasks you care about, for the last quarter. A spreadsheet is fine. A slide with three giant numbers is not.

A named claims contact who will be in the building on the walkthrough morning and who can still take us to the contact-centre floor. Deputies are welcome; absence is not.

A list of people who already tried. Twelve names is plenty. They should be people who started a claim, an endorsement, or an e-card retrieval and then telephoned or visited a branch. Do not recruit from the staff association.

Legal clearance can run in parallel. If your information-security questionnaire is twenty pages, send it when you enquire, not on the Sunday before we fly to Johor.

You do not need to brief staff to “be positive about the app.” We would rather hear the sentences they already use with policyholders. Those sentences are usually the findings.