You're a bad software developer | Open letter to the insurance industry
Channel: Adjuster TV
Date: 24/12/2020

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A little tough love from one guy with an opinion;)

We're told that computers and software are here to make our lives easier, right?
Well, how come it doesn't feel that way?
How come it feels like the second we crack open our computer or phone to work on a claim that we're actually standing in front of a huge stack of dirty dishes from a wedding and we have to do them all by hand?  Why is that?
I've got a theory..
Clunky, outdated, counterintuitive software exists because:
One, it's easier to patch up and keep using the old software than it is to develop new programs and tools that do a better job.  And to be fair, that's not necessarily a bad reason.
Two, all of the systems at a company - including all the training and the workflow processes - revolve around these tools.  
Three, it's cheaper to keep using the old n' busted software that everybody knows how to use than it is to either hire a new developer or build out an in-house software development team.
And four, software designed FOR users never asks the users what THEY need the software to do in order to be more effective at their job. 
What adjusters need is a simple tool that allows us to collect data quickly and accurately.  And to process that data - in the form of an estimate - again, quickly and accurately.  We need to be able to explain the facts of the claim, what we did, what we didn't do, what we said, all that.  Quickly and accurately.  
And that's about it.
A simple tool like this will have a user experience that will help newer adjusters understand what the next step in the process is.  It will also be powerful enough to be used at high speed by power users.
So why not start at the bottom.  Ask us - the people who use these tools day in and day out - ask us to design software that will make it easier to train us, make the job more enjoyable so that we don't quit (most people quit because of the workload - a workload created by bad software), and make us more effective in the field so that we can take care of more insureds, with a much higher level of quality.
Sounds like a win-win to me.  

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