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What techniques can design researchers learn from insurance claims investigation?

What techniques can design researchers learn from insurance claims investigation?. UX Cambridge. Lyzbelle Strahan. Disclaimer. (Let’s discuss the fine print at the beginning). A bit about me. Worked as a claims assessor for 2 years

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What techniques can design researchers learn from insurance claims investigation?

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  1. What techniques can design researchers learn from insurance claims investigation? UX Cambridge Lyzbelle Strahan

  2. Disclaimer (Let’s discuss the fine print at the beginning)

  3. A bit about me Worked as a claims assessor for 2 years Assessed automotive accidents (no injuries), property damage (commercial and homeowners), employee dishonesty claim (this is a specialization) Dealt with claims ranging from 2,000—400,000 USD A condensed version of a convoluted history* *(not to scale) Uni Insurance MSc Now

  4. The basics Structuring the interview Recording responses Communication

  5. The basics Protocols Types of questions

  6. The basics Protocols I see in your file that you’ve had a house fire. Are you and your family ok? Set a routine Do I have your permission to turn on the tape recorder? You will see me type during the interview. I am doing this because I want to make sure everything is recorded accurately.

  7. The basics Protocols

  8. The basics Questions Please tell me, in your own words, how did the accident happen? Ask open-ended questions Limit yes/no questions Was anyone injured? You were at the intersection of 29th and Southern avenue when you hit another vehicle, weren’t you? Don’t ask leading questions

  9. Structuring the interview Semantic groupings Identifying and prioritizing information needed Validating information

  10. Structuring the interview Semantic groupings

  11. Structuring the interview Semantic groupings

  12. Structuring the interview Identifying and prioritizing information needed I want to know if there’s a discrepancy between the speed limit and the car’s speed. How do I find this out in an unbiased way?

  13. Structuring the interview Identifying and prioritizing information needed

  14. Structuring the interview Identifying and prioritizing information needed The driver of car A says one thing, the driver of car B says another. How do I find out who’s right?

  15. Structuring the interview Validating statements

  16. Communication Emphatic listening Power exchange

  17. Communication Empathic listening ‘ ’ Habit 5: Seek First to Understand, Then to be Understood Synopsis: Use empathetic listening to be genuinely influenced by a person, which compels them to reciprocate the listening and take an open mind to being influenced by you. This creates an atmosphere of caring, respect, and positive problem solving.

  18. Communication Empathic listening Key attributes: • Observe the emotions behind the words and respond to the emotion as well as the words • Be non-judgemental and avoid emotional involvement • Be quiet and give the interviewee space—they will provide an answer • Restate what you perceive the speaker to be saying

  19. Communication Power exchange So let me see if I understand properly…

  20. Recording the responses Shorthand Chunking Statement Templates

  21. Recording the responses Shorthand Insurance-related shorthand INSD DMG RPT CLMT IV / DIV C&O OV / DOV POL POI WIT

  22. Recording the responses Shorthand UX-related shorthand (?) PP B/C W/ MENT MOD JNY W/O TA W/E POA RPT

  23. Recording the responses Chunking

  24. Recording the responses Templates Which tool? UPPER CASE lower case Mixed Case Punctuation?

  25. Summary Obtain permission Opening / Closing statements Frame questions to solicit answers Semantic groupings Placing the important questions in the right part of the statement Learn more information by responding to verbal and emotional cues Turn-taking: ask / listen listen / ask Shorthand Chunking

  26. Thanks Lyzbelle Strahan lyzbelle.strahan@tobias.tv 020 7371 6695 www.tobias.tv

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