Transforming a complex claims management workflow into a streamlined process.
A leading disability claims management organization needed to modernize a fragmented, multi-system process that slowed every claim and exhausted every team member who touched it.
Specialists juggled disparate tools, ran redundant validations across platforms, and operated without a unified source of truth.
The complexity had a compounding cost: new claims managers averaged six months before reaching full productivity — an onboarding burden the organization could no longer sustain.
The platform reduced claim processing time from days to hours, unlocked millions in operational value, and drove a 3× increase in employee NPS.
Executives cited it as one of the most successful transformations in the company's history.
Claims analysts juggled fragmented tools and redundant validations across multiple systems, with new hires taking an average of six months to reach full productivity.
Led a design pod through deep-dive research, scenario mapping, and iterative design to build a unified claims platform with a comprehensive design system and automated workflows.
The platform cut processing time from days to hours, drove a 3× increase in employee NPS, and was cited by executives as one of the most successful transformations in the company's history.