One of the largest associations of auto insurers asked us to turn their laborious, complex, analog arbitration process into a streamlined web-based solution, limiting the need for paper to near zero. We traveled across the country, and met with 10 of the largest auto insurance companies, learning their business inside-out. The end-product exceeded the client's expectations and lead to an extended engagement and excitement in the field. This project featured: Research, Detailed Reports, Contextual Inquiries, Experience Maps, Mode Maps, Personas, Information Architecture, UX & UI Design Systems and Detailed Specifications.