How I Simplified Insurance Claims with an AI-Powered Platform
Problem
The insurance industry has long struggled with outdated, manual systems for processing claims. These traditional workflows are not only inefficient but also prone to human error and delays, especially when dealing with unstructured data formats. This inefficiency directly impacts both internal teams and the customers awaiting claim resolutions.
Manual Bottlenecks: Manual claim processing was slow and labor-intensive.
Fragmented Data Formats: Data came in varied formats — photos, handwritten documents, PDFs — making it difficult to interpret and standardize.
Lack of Insight Tools: Adjudicators lacked tools to extract insights quickly from unstructured inputs.
Disconnected Collaboration: Collaboration between departments was delayed due to disconnected systems.
Poor Customer Experience: Customers faced longer wait times and inconsistent experiences.
Scalability Issues: Insurance providers lacked a scalable, intelligent solution for accurate and timely claim management.
Solution
As the sole Product Designer, I led the end-to-end design of the Cognitive Insurance Platform (CIP), an AI-powered web-based solution that automates and streamlines insurance claims processing. We focused on integrating AI and machine learning to analyze visual and textual data from claim submissions, extract meaningful insights, and assist adjudicators in making faster, more accurate decisions. I worked closely with stakeholders, engineers, and data scientists to:
Conduct user interviews and competitive analysis to identify pain points.
Map user journeys for claim handlers and adjudicators.
Design intuitive dashboards that surface key information using AI insights.
Create interactive prototypes and perform usability testing.
Iterate based on feedback to ensure the platform met real user needs.
Impact
Validated the platform with real users to ensure it addressed their most pressing challenges and improved day-to-day workflows:
Faster Claim Handling: Adjudicators were able to process claims with reduced effort and time.
Improved User Confidence: A simplified interface and data-backed insights empowered better decisions.
Better Team Collaboration: The platform helped unify communications across departments.
Higher Platform Engagement: A more intuitive experience led to quicker onboarding and consistent usage.
Positive Stakeholder Feedback: Internal teams reported improved usability and greater transparency.
My Role
Design Lead | User Researcher | UX/UI Designer
Led user interviews and discovery sessions to uncover pain points and validate early concepts.
Designed high-fidelity wireframes, UIs, and prototypes to communicate user flows.
Collaborated with developers and PMs to support smooth implementation.
Created visual assets and internal docs to align and inform stakeholders.
Facilitated design reviews and refined solutions based on feedback.
Maintained consistency by contributing to the evolving design system.
Details have been anonymized to comply with a non-disclosure agreement. All statistics and methods are based on actual project outcomes. The full case study can be shared upon request or during an interview.
Visual Design
