Claims Connect — handholding through a property insurance claim.
Lead UX on a four-week discovery project: a white-labelled responsive platform that walks claim owners through every step of processing a property insurance claim — for users with little to no industry visibility.
Snapshot
What I delivered
Problem
Insurance claims are confusing, time-sensitive, and emotionally loaded. The previous portal exposed an industry timeline that was overloaded — critical actions buried among informational noise.
What I did
Started with mind mapping to land on key features. Built an app map + UX flows covering every navigation path. Redesigned a journal-entry pattern into a real messaging system. Finalized UI components and screen layouts.
Outcome
A discovery-phase prototype that gave the client a defensible scope for build, with accessibility baked in and a triaged timeline that surfaces what the claim owner needs to do now ahead of what's only informational.
The hard problems.
White-label + WCAG is a constraint cocktail.
The platform had to support multiple insurer brands theming the UI — meaning color contrast couldn't be hardcoded, and components had to maintain accessibility across whatever palette a brand applied. Tokens were designed with contrast ratios validated at the token-pair level, not the component level.
Journal entries become messages.
The original portal had a journal-entry feature — one-way notes the user wrote. We re-appropriated it into a two-way messaging system between claim owner and adjuster. The UX challenge was preserving the journal's chronological-record value while adding back-and-forth without making it feel like email.
Triaging an overloaded timeline.
The claim timeline showed every event — submissions, requests, approvals, payments — with equal weight. We split it: "what needs your attention now" surfaces above the fold; chronological history collapses into a secondary track. Limited-experience users get a clear next action; experienced users still have the audit trail.