YouGoLook
Mobile app design for a self-service claims platform that lets policyholders document and submit their own insurance claims with no adjuster required. Faster, safer, and less costly than traditional on-site adjusting.
Reaching policyholders for in-person claims visits was getting harder and slower. Sending adjusters on-site for every claim wasn't scalable. Crawford needed a way to put the documentation process in the hands of the policyholder — without sacrificing accuracy, trust, or fraud protection.
Designed a guided mobile experience that walks policyholders step by step through capturing images and submitting the information required to document their claim. The app had to be simple enough for anyone to use and rigorous enough for adjusters to trust.
Fraud mitigation wasn't an afterthought. Photos are automatically geotagged and timestamped, making it impossible to submit images taken elsewhere or in advance. Claim fields auto-populate from existing data to reduce input error. Nothing is stored on the user's device after submission. Security designed into the experience, not bolted on after.
Designed the integration touchpoints between YouGoLook and Crawford's on-demand field operation, WeGoLook — a workforce of 45,000 Lookers who can be dispatched on-site if a policyholder needs help. The app can even be configured to let policyholders request a Looker directly. Self-service with a fallback that actually works.
End-to-end remote claims management that closes faster, costs less, and removes the friction of in-person visits. A platform flexible enough to extend beyond claims into risk assessment, appraisals, corporate compliance, and field documentation.