Claim Submissions for Gig Economy Get a Web-Based Product

Problem
Gig economy workers could only file occupational accident claims by phone with an insurance agent: an outdated and unfriendly user experience.
Goal
Simplify the claims process by developing a mobile-first web application.
Team
Product Owner, Project Manager, Developers, UX Designer
Tools
Sketch, Zeplin, Miro

User Research

As part of our agile process, we began with a two-week Discovery & Framing phase to better understand the problem and reduce risk before development.

I led a customer journey mapping session with stakeholders to analyze how gig workers currently file claims. We identified a complex, multi-step phone process with key pain points: inefficiency and poor communication. Users had to call multiple numbers to reach the correct agent, were not informed of required information in advance, and received no updates on claim status.

Customer Journey Map

We then conducted stakeholder interviews to gather business requirements, constraints, and concerns. A key takeaway was the need to balance scope creep with meaningful user experience improvements.

Given that users are often filing claims after an accident, it was essential to design a solution that is simple, clear, and easy to navigate all while ensuring a smooth transition to a digital experience.

Design Process

Based on our research, we determined that a mobile-friendly web app would best address user pain points and eliminate the need for phone call based submissions.

My design process looked a bit like this:

II created mobile-first wireframes and presented them to the team. Feedback from the product owner and developers helped align designs with business requirements and technical constraints.

Due to limited access to end users, I gathered feedback from internal employees and fellow UX designers. This iterative process continued until we reached our milestone-one design.

Low-Fidelity Wireframes

As the project evolved, we expanded to include a desktop experience. Close collaboration with developers ensured that technical constraints did not compromise the user experience.  

Design Solution

The project was completed in approximately five months, delivering both mobile and desktop experiences. We stayed within scope and timeline while implementing all essential features for a seamless claim submission process.

The final product successfully met both user needs and business goals.

Reflection

This project reinforced the importance of consistently seeking feedback and learning how to get creative with achieving that feedback.

On a personal note, it was also my first project as the sole UX designer on a greenfield project and I was proud of how well our team worked together with the time constraints given to us.