Western National Insurance
Claims & Policy Platforms
Improved the daily experience for 5,000+ staff and agents by transforming complex claims and policy workflows into clear, efficient, and intuitive digital interfaces. Enhanced the experience of the agent web portal and created a fully responsive new sign-in and account update workflow.
Roles
Business Analyst, UX Designer
Timeline
4 years
Tools
Figma, FigJam, Jira, Confluence, Miro
The Challenge
The existing claims and policy platforms became complex over time, making it difficult for staff and agents to complete their daily tasks efficiently. The challenge was to streamline key workflows across policies, claims, billing, and internal documents into intuitive, responsive digital experiences.
My Role & Approach
UX & Workflow Design
Designed and prototyped new features and workflows in Figma, creating interactive prototypes to communicate user experience and functionality to users and stakeholders
Agile Collaboration
Partnered with product owners, developers, and QA, using Jira to track project status and progress and coordinating Scrum ceremonies to streamline team backlog to manage workload
Research & Iteration
Gathered feedback from staff and agents to refine interfaces, user interactions, and overall usability
Project Details
During my time at Western National Insurance, I improved existing digital tools and designed new ones from the ground up. Two main areas of contribution:
Created a new responsive sign-in and account update workflow
Enhanced the design and functionality of the insurance agent web portal
Sign-in Workflow & Authentication Migration
Led end-to-end design, creating wireframes, high-res mockups, and a functioning prototype of a new sign-in and account update workflow
Ensured design met responsive needs for screens of all sizes - desktop, tablet and mobile
Created a new agent experience to sign them into the application and resolve discrepancies in account security and personal information
Prepared active user accounts for the new authentication platform
Agent portal enhancements
Led design across billing, policy, claims, and document management workflows, improving daily efficiency for 5,000+ insurance agents
Contributed to the design system by partnering with developers evolve the shared component library, ensuring visual and functional consistency across platforms
Led cross-functional collaboration between development, QA, and business teams to deliver meaningful and user-friendly enhancements
Takeaways
Building direct feedback loops directly with end users is essential to uncovering the most impactful design opportunities
Agile practices strengthen team alignment and adaptability when priorities or business goals evolve