// Graphic Design, Interaction Design, UX Research
Claims Portal Redesign
Research-led redesign of a member claims portal that improved task completion from 38% to 91% and cut submission time by more than half.
// OVERVIEW
// THE PROBLEM
// PROCESS
DISCOVERY
Describe your discovery and research activities here — methods used, participants, what you found.
SYNTHESIS
Explain how you synthesized your research — affinity mapping, journey maps, key insight clusters.
DESIGN
Describe your design process — concepts explored, iterations made, how decisions were validated.
VALIDATION
How did you test and validate the solution? What changed between rounds of testing?
// OUTCOME
Task completion rate improved from 38% to 91%. Average time-on-task for a standard submission dropped from 11 minutes to 4 minutes. Support calls related to claims status decreased by 34% in the 60 days post-launch.
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