The recurring theme of the many interviews for the mobile claims apps story was "put yourself in the customers' shoes," which sounds like an obvious piece of advice for anyone attempting to create any sort of application. But a mobile claims application isn't just any app.
For many users, reporting a loss will be their first experience with your company since they last wrote you a check. They're likely to be agitated. Before beginning the task at hand—documenting their most recent set back and waiting to be made whole again—they will need to find, download and configure the app, or upgrade to the most recent version. They won't know their policy number, either.
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