As the product designer and researcher on this initiative, I partnered closely with PMs, engineers, and customer support representatives to redesign battleface’s claims experience. I led the end-to-end process from user research to developer handoff. The new claims portal launched May 2025 and became one of the first customer-facing experiences to pilot battleface’s design system.
This is a preview. Full case study coming soon!
2 PMs, 4 Engineers
Research, Prototyping, B2C Design, Usability Testing, Design Systems, MVP Design
Figma, Robin.io Design System, Figjam
One day, leadership came to us with a problem where the customer service team was drowning in support tickets, and struggling to keep up with claims volume.
Old Claims Portal landing page
After speaking with customers and our customer support team, we understood that:
In other words, the claims experience lacked the guidance and transparency needed to help customers confidently file and track their claims. Customers were often unsure what documents were required, how their claim was progressing, or what to do next — leading to frequent support tickets and delayed claims processing.
Our solution was to redesign the claims experience by improving guidance and transparency.
Previously, customers filed claims through an outdated portal with little visibility into what happened next. Resolving claims required lots of back-and-forth between customers and the support team through email, which was frustrating and time consuming.
The new claims portal guides customers through the claims process, surfaces critical status information, and help users recover from errors directly in-platform. This revamped claims experience resulted in:
in claims resolution time
reduction in customer support tickets
New Claims Portal landing page
Customers often submitted incomplete claims because they didn't know which supporting documents were required. I redesigned the upload experience as a guided checklist that clearly communicates what still needs to be completed, helping customers submit complete claims the first time while reducing follow-up work for the customer support team.
I redesigned the claims status experience to give customers a centralized place for claim updates, required actions, and next steps. Customers could now track claim progress through a detailed timeline and resolve issues in-platform, which reduced dependency on customer support.
This initiative became one of the first products to pilot battleface's design system, Robin.io, and helped establish reusable UI patterns across the company's other platforms. We used the redesign to stress-test early components, and inform whether they were robust enough for various use cases.
