Expediting warranty claims with the power of LLMs
Anomaly
Timeline
2 months
Team
CEO, 3 engineers, 1 PM, sales
A pivot
Anomaly raised capital to work on tools for web3, but found that the economics of the business was not as venture-scale as hoped. The founder hired me to explore a new problem space and help design the next MVP for Anomaly.
Process
Learning from service advisors
Even though Marty had strong relationships with TPAs (companies that manage and process warranties), I found the team had a gap in understanding of how claims are managed by service centers.
Bringing my knowledge with guerilla research, I scanned r/serviceadvisors to learn the lingo and standards of the space and leveraged a post to schedule 6 service advisors to talk to. There was so much interest I had to remove the scheduling link the next morning since we had more participants than needed.
Quotes from service advisors
It takes up about an hour or two of your time any time a customer calls in with one.
CarShield ****ed me today. Good times. Sending all their own parts and knocked down all of my pro demand labor times. That's after it took a week for them to respond to me.
I’m at 42 days for an engine approval from Carshield after taking all the pictures and videos they request.
From prototyping to polished mocks
What Anomaly needed was not engineering-ready tickets, but a well-thought through product and set of mockups that could be shown to TPAs in sales calls. Here are some designs I created that helped the team land its early deals.
Result
Centering on the problem, not the tech
While the client's number one request was mockups to demonstrate to customers, the added value of my work with Anomaly was introducing research that helped the team reorient to a problem space and to build up the muscle (and customer development program) to regularly co-design with users. As the team onboards TPAs, the next step will be to run this discovery and design process with call center agents at third-party warranty providers to learn their pain points and see how software can make their work better.
