USAA SafePilot

The USAA SafePilot® app is designed to provide feedback to help improve driving and monitor safe driving habits in order to maximize discounts on members’ auto insurance premiums, with UB (usage-base) telematics data.

USAA is one of the first insurance carriers to implement crash detection technology, an innovation that simplifies and expedites the claims process. This technology comes at a critical time as auto accidents have surged past pre-pandemic levels, exacerbating supply chain issues, and delays being felt by consumers across the nation.

We saw the opportunity to have an industry-leading product with the use of telematics-enabled auto claims to advance our services to members with a quick and easy claims process. But how would we use this data to incorporate the necessary information to allow users a seamless experience?

In order to gather information, we sent out a survey to current members about their wants and needs during /after an auto accident and what they would want to see from their insurance provider. Here are some key takeaways based on 52 participants.

A major key factor was that Members specifically did not want to have to talk to an agent over the phone and wanted to be able to easily file an auto claim through the app or .com.

72% of users called out that they wanted to feel that their insurance provider cares about their loyalty and not just a number.

All members agreed that having ‘emergency services’ would be the highest priority for the member’s mental modal for “getting help..”

Most members thought that they had to have all of their information prior to beginning their auto claim.

With these takeaways, we also attempted to analyze our competitors (competitive analysis), interview, and understand the MSR's (claim adjuster’s) major takeaways on any data they would want to see in the future.

We began to create a user flow and personas to understand the members’' behavior and the overall needs that are met at the scene of an accident. With this, we recognized any behaviors, pain points, and areas we were able to refine.

Next, we designed low-fidelity ideas of how to implement any early forms of Crash Detection within the SafePilot App. With modals being our first option, this was because we could present all the information we saw valuable from our testing within a few modal treatments, instead of one card on the homepage.

With the feedback we have received from the initial MVP of Crash Detection, we were encouraged to make the experience “persistent”, in that members can always access a trip that an accident was detected on and always be able to start an Auto Claim. We also are expected to add more features such as roadside assistance and in-app experience for the Apple Watch.