Users Impacted
Reduction in Processing Time
Average User Satisfaction
Decrease in Support Tickets
Reduce dependancy on expansive triage
How might we simplify and optimize our insurance case handling processes to improve business efficiency, lower costs, and create a better experience for our b2c & b2b users and customers?
Lack of clearly defined workflows led to inefficiencies and operational friction.
Documented comprehensive claims processing workflows with clear steps, roles, and responsibilities. Created process maps and decision trees for each stage from submission to resolution.
Inconsistent UI components and design patterns created user confusion and development inefficiencies.
Built a unified design system with standardized components, interaction patterns, and design tokens. Established design guidelines ensuring consistency across all touchpoints.
Too many stakeholders with conflicting priorities hindered decision-making and project progress.
Implemented structured stakeholder management with clear decision-making frameworks. Identified key decision-makers and established regular communication channels with defined roles.
Flawed user journey resulted in substantial financial losses from non-compliant claims payments.
Redesigned user journey with compliance validation at each step. Implemented smart forms with real-time validation to prevent non-compliant submissions and reduce financial risk.
Internal team struggles and poor project management led to high developer attrition rates.
Established clear project roadmaps, realistic timelines, and improved team communication. Created a culture of psychological safety with regular feedback loops and skill development opportunities.
Design decisions based on internal assumptions rather than user-centered research and data.
Established rigorous user research framework combining qualitative interviews and quantitative analytics. All design decisions now backed by validated user insights and behavioral data.
Reduction in processing time
Decrease in non-compliant claims
Improvement in user satisfaction
I conducted comprehensive research combining attitudinal and behavioral insights to understand the complete user journey and identify key business and user pain-points.
Visited 2 local hospitals to study patient navigation patterns and accessibility requirements
Conducted UX-SWOT analysis of 8 major competitors in the insurance claims space
Interviewed tech teams, product managers, and medical advisors
Conducted in-depth interviews with 12 customers who had recent claims experience
Created LoFi prototypes in Adobe XD and conducted A/B testing with 150+ users
Mapped existing user journeys and identified 7 major friction points
Conducted moderated testing sessions with 24 participants across 4 user personas
“I never knew where my claim was in the process. It felt like throwing papers into a black hole.”
Sarah M.
Mother of 2, frequent healthcare user
“The old system made me feel stupid. I'm a software engineer, but I couldn't figure out how to upload my documents properly.”
David L.
Tech professional, first-time claimant
“Every time I called, they asked me to explain everything again. There was no continuity.”
Maria R.
Chronic condition patient, multiple claims
Instead of overwhelming users with all claim details upfront, we revealed information progressively based on claim status and user needs.
Reduced cognitive load and improved task completion by 67%
Replaced text-heavy status updates with a visual timeline that clearly shows progress and next steps.
User comprehension improved by 54% and support calls decreased by 43%
Implemented AI-powered document recognition with drag-and-drop functionality and clear error states.
Upload success rate increased from 67% to 94%
Healthcare users are often in vulnerable states. Traditional UX methods needed adaptation to account for stress, anxiety, and varying digital literacy levels.
Developed 'stress-state personas' that informed design decisions around cognitive load and error prevention.
HIPAA and GDPR requirements initially felt limiting, but they pushed us toward more thoughtful, secure design solutions.
Privacy-by-design principles led to innovative progressive disclosure patterns that improved both security and usability.
The most elegant design fails without internal buy-in. Stakeholder education and alignment became a core part of the design process.
Created 'design decision documents' that clearly linked user needs to business outcomes, improving stakeholder confidence.
Let's discuss how I can help transform your product challenges into valuable outcomes through strategic design thinking and user-centered solutions.