ClaimTrak

My Role : Lead UX Designer, Researcher

Problem Statement: Our current claims system is an old legacy thick client that has many technical and functional limitations.  The company wanted to turn the process into a web-based application with a completely new workflow, feature set, and brand refresh.

Solution: Created a product that saved the company millions of dollars in 3rd party vendor costs and created a proprietary that fit the needs for over 50 different business units.

New Solution

After numerous iterations, prototypes, and wireframes, we landed on a UI that quickly outlined the entire account view.  It included the insured account info, all insured policies, and claims associated with each.  By creating multiple line items for the claim view, we found that agents were able to more quickly find their desired policy and quickly start a more informed discussion with insureds.

ORIGINAL SOLUTION

Initial persona created to identify our customers and their needs.

Initial brainstorm sessions and customer interviews gave us insight into necessary data collection.

Initial sketches and wireframes piecing together a rough draft of the UI.