EagleView, a leader in aerial imagery and data analytics, sought to improve the user experience for its contracted pilots conducting ground and roof inspections. While the EagleView app provided essential tools for capturing inspection images, user feedback indicated several challenges that affected efficiency and confidence. To address these concerns, EagleView conducted a pilot research study to identify pain points and recommend design improvements.

Challenge

The research identified several key challenges faced by pilots using the EagleView app. Pilots were highly confident in drone operation but struggled with ground inspection requirements due to limited prior experience in the insurance industry. Many feared that photos taken from a distance might not accurately convey damage severity, potentially affecting insurance assessments. A long gap between online and in-person training led to confusion during their first solo inspections. Pilots wanted more control over their work schedules, a smoother screen rotation experience, and improved tagging and annotation features to enhance communication with adjusters. Additionally, connection disruptions and rapid battery depletion during facet editing caused inefficiencies in the inspection workflow.

Solution

EagleView implemented several design and training enhancements to address these challenges. In-person training was emphasized earlier in the onboarding process to build pilot confidence in ground inspections. A comprehensive “tips and tricks” guide was introduced to provide quick references during inspections. Clearer definitions and instructions on tagging soft metals, personal property, and anomalies were incorporated to standardize reporting. A smoother screen rotation transition was developed to reduce pilot discomfort. Image tagging and annotation capabilities were improved, allowing pilots to add context for adjusters. Pilots were given greater scheduling flexibility to manage their availability more efficiently. The app was updated to retain pilot login credentials, reducing unnecessary re-logins. Battery management recommendations were introduced to maximize drone flight time. The ability to define the drone’s starting point for scanning was integrated to improve connection reliability.

Results

The implemented solutions led to significant improvements in pilot efficiency and satisfaction. Eighty percent of pilots reported feeling more confident in performing ground inspections after early in-person training. The addition of tagging and annotation features led to a thirty percent reduction in adjuster requests for additional images. The streamlined screen rotation and navigation updates reduced pilot-reported usability concerns by forty percent. Battery management improvements and connection stability enhancements resulted in a twenty-five percent decrease in drone relaunch incidents.

Through targeted research and user-driven improvements, EagleView successfully enhanced the pilot experience, leading to greater efficiency, confidence, and data accuracy. These updates not only improved the inspection workflow but also strengthened the collaboration between pilots and adjusters, ensuring higher-quality assessments for insurance claims.

“EagleView’s improvements have made our inspection process more seamless and efficient. The enhanced tagging and annotation features allow us to capture more precise details, ultimately leading to better assessments and quicker claims processing.”

— Contracted Drone Pilot