Claim - Revamp
Redesigning the insurance claim experience to make submission more transparent, efficient, and easy to understand, while reducing friction throughout the review process.
Interface Design
Product Design
Mobile App Design
Company
PT. Lippo Life Assurance
Company
Insurance
My Contribution
Product Design
Website
Date Created
2023
Key Challenges
The existing experience needed to communicate a complex educational product without overwhelming students with too much information.
01
Complex claim flow : The submission process contained too many steps, making it feel overwhelming.
02
Lack of progress visibility : Users had limited understanding of where their claim was in the process.
03
Unclear requirements : Required documents and form fields were not communicated clearly enough.
04
Poor error prevention : Validation errors often appeared only after users submitted the form.
05
Scattered information : Important claim details were distributed across multiple screens.
06
Inconsistent navigation : Navigation patterns between different steps were not always predictable.
Design Process
Key Strategy
The strategy was to simplify the claim journey while making every step more transparent and predictable—reducing unnecessary actions, consolidating scattered information, surfacing requirements upfront, and introducing proactive validation and clear status updates. By shifting the experience from a complex, reactive process into a guided and informative journey, users can complete their claims with less confusion, fewer errors, and greater confidence.
Key Solutions
The value was clear, but the execution was full of complexity from platform constraints to ownership gaps across teams. I had to lead the design not just as a flow, but as a long-term, scalable system.
01
Progressive Claim Flow
Break the claim process into clear stages so users always understand what they need to do next.
02
Claim Progress Indicator
Add a visible progress indicator throughout the claim journey to improve orientation.
03
Document Checklist
Show a complete checklist of required documents before users submit their claim.
04
Guided Form Experience
Provide clear labels, helper text, and contextual guidance for confusing fields.
05
Real-time Validation
Detect errors while users are completing the form and provide actionable error messages.
06
Dedicated Claim Status
Create a dedicated status page with clear milestones and progress updates.
07
Consolidated Claim Summary
Bring essential claim information into one summary view for easier review.
08
Submission Confirmation
Provide immediate confirmation and clear next-step guidance after submission.
09
Consistent Navigation
Standardize Back, Next, and Save actions across the entire experience.
10
Smarter Information Architecture
Reduce duplicate inputs by reusing previously entered customer information.
Home Claim
Field Information Claim
Field Documents Claim
Add Account Bank
Find Doctor
Find Hospital
Categorize Claim Flow
Claim Status - On Progress
Claim Status - Finished
Draft Claim
Outcome Highlight
A more streamlined workflow with fewer unnecessary steps.
Users can easily understand requirements, progress, and next actions.
Claim status and milestones are visible instead of hidden behind multiple screens.
Repeated tasks and scattered information are consolidated into a more focused journey.
Clear feedback, validation, and confirmation help users feel confident that their claim has been submitted correctly.
