Claims & Policy Platforms
Western National Insurance
Improved the daily experience for staff and agents by transforming complex claims and policy workflows into clear, efficient, and intuitive digital interfaces
Role
Business Analyst, UX Designer
Timeline
4 years
Tools
Figma, Figjam, Jira, Confluence, Miro
The Challenge
Claims and policy platforms were complicated and inconsistent, slowing staff and agent operations. Users struggled with unclear workflows, redundant steps, and inefficient interfaces. The challenge: simplify workflows, enhance clarity, and improve usability while maintaining compliance and business process integrity
My Role & Approach
UX & Workflow Design
Reimagined claims and policy workflows into intuitive, actionable user flows
Agile Collaboration
Partnered with product owners, developers, and QA via Jira and Confluence to track requirements and progress
User-Centered Iteration
Gathered feedback from staff and agents to refine interfaces, micro-interactions, and overall usability
Process Detail
Conducted workflow analysis to identify inefficiencies and pain points.
Created wireframes and interactive prototypes to test new flows.
Iterated designs based on real-world feedback, ensuring clarity and efficiency
Design artifacts for this project are available upon request
Impact & Results
Reduced complexity and improved efficiency for staff and agents.
Delivered clear, consistent interfaces that reduced errors and frustration.
Established scalable design patterns for future platform updates
What I Learned
Even small UX improvements in enterprise software can have a significant impact on productivity
Continuous feedback loops with end users are essential for high-stakes workflows