Design a two-wheeler accident claim experience in the Digit Insurance app using smartphone self-inspection.

Introduction

Go Digit General Insurance, known as Digit Insurance, built its brand on simple policies and smartphone-enabled claims: customers can do a self-inspection with their phone camera instead of waiting for a surveyor. Motor insurance is Digit's largest business, and two-wheelers make up a large share of India's insured vehicles. Yet two-wheeler riders, often delivery workers, students and first-time vehicle owners, are among the least confident claimants. This question asks me to design a better two-wheeler accident claim experience in the Digit app. I'll clarify the goal, explain why it matters, choose a user segment, map pain points, design a solution and define success metrics.

Step 1

Clarify Questions (3 minutes)

• Which claims are in scope? Own-damage claims for two-wheelers after minor to moderate accidents. Theft and third-party injury claims are out of scope.
• Which channel? The Digit app and WhatsApp-style flows, since many policyholders bought through partners and never installed the app.
• What is the goal? Faster, fairer claims that build trust and raise renewals, without increasing fraud.
• Constraints? IRDAI rules on claim timelines and surveyor requirements for larger claims; garage network coverage varies by city.
• Users' devices? Mostly budget Android phones, patchy data in smaller towns.

Propose the Goal

Let a two-wheeler owner go from accident to an approved claim in under 24 hours for most minor claims, with clear status and no surprise deductions.

Define the Scope

In scope: claim intimation, self-inspection, garage choice, approval, repair tracking and settlement. Out of scope: policy purchase, renewal and premium pricing.