🧩 Claim handlers had to jump between Confluence instructions and the admin portal amd rely on word-of-mouth explanations. The core complexity was transforming this informal, distributed process into a structured, easy-to-follow workflow that lived inside the tool they used every day.

🧠 I worked as the Product Designer, responsible for understanding the real-life decision-making path of claim handlers and translating it into a workflow that was both intuitive and compliant.

📌 Key Responsibilities

• Conducting user research with claim handlers to map their evaluation flow

• Designing interactive prototypes for the embedded checklist

• Running usability tests to validate clarity and reduce cognitive load

• Preparing handover materials and collaborating with developers for implementation.

📈 The redesigned workflow helped speed up claim evaluations, reduced training time for new hires, and ensured more consistent, compliant decisions. What used to depend on the knowledge of the most senior employee became a guided, transparent process built directly into the agent portal.