Tracking claims

This project is designed to empower users with intuitive interfaces and streamlined processes, enabling them to self-service efficiently. By offering clear user flows and accessible features, we aim to reduce reliance on phone support, thereby alleviating traffic for claims consultants and improving overall efficiency in handling inquiries.

Role : UX/UI Lead Designer

As the Lead Designer, I spearheaded the development of both UX and UI elements, designed interfaces that prioritise user experience and visual appeal. In addition to design responsibilities, I took charge of drafting and refining copy for approval review, ensuring alignment with project objectives and brand voice. Collaborating closely with the wider team, I actively participated in refinement sessions, where I contributed insights and solutions to enhance project outcomes. I was also regularly presenting to stakeholders and communicating design strategies and project progress.

What was the purpose

  • Self-Service

    Empower users to self-service by providing intuitive navigation and comprehensive information, reducing reliance on phone support for routine inquiries.

  • At a Glance

    Enhance user experience by offering detailed insights at a glance, enabling users to quickly access required information.

  • Progress Tracking

    Improve usability by implementing features that allow users to accurately track progress, fostering a sense of control and transparency.

  • Support Relief

    Alleviate phone support staff workload by addressing common queries through self-service functionalities, freeing up resources for more complex issues.

  • Claim Consolidation

    Facilitate seamless navigation through different stages of a claim, consolidating relevant information in a single accessible platform for user convenience.

  • Integration

    Streamline user interactions by integrating disparate claim stages into one cohesive interface, simplifying the process and enhancing overall efficiency.

The design work

Refining further Guidance

We undertook a significant overhaul of certain summary statements to provide customers with clearer guidance on the subsequent steps following each stage of their journey.

By enhancing the clarity and the specifics of these statements, we aimed to empower customers with the knowledge they needed to navigate their journey confidently.

Claim Action Tracker

We introduced a timeline feature enabling users to track their information from lodgement, seamlessly transitioning previous flagged actions while anticipating upcoming ones. Integrated notifications ensure users stay informed about pending tasks, fostering proactive engagement and streamlining the claim management process.

Users would also be informed via email when certain steps were updated as well as when important user actions had to be made. This acted as a reminder for users to return to this tracker to continue with their claim.

Uplift and rework

Various processes underwent enhancements and new implementations, including the creation of a new upload system giving customers diverse options for categorising evidence to support their claims.

This feature was developed from scratch to provide users with greater flexibility and organisation when submitting documentation. This was one of the many features taken from customer feedback and reworked to improve user experience.