Redesign Heuristics to an Insurance Claim Process
Apply the redesign heuristics to propose a set of changes to this process. For each
1) Issue(s) addressed:
Which issue(s) are being addressed by the proposed?
2) Description of the change:
What will be introduced or dropped in the
process? What will be done differently? Explain very specifically the changes that
you propose to introduce, making it clear how will the process change from the
perspective of: (i) the customer; (ii) the junior claims handler; and (iii) the senior
3) Impact on performance measures:
Which performance measure(s) do you?
hypothesize will be improved thanks to the proposed change?
Limit the discussions to relevance and knowledge that is in the
documents presented so far.
Perform two redesign analysis based on the previous chart (no need to
perform new Diagram chart).