Client
Regence Blue Cross
Overview
The Challenge
Organize vast amounts of data so users could locate just what they needed at different phases of the claims process without feeling overwhelmed. Refine flows to focus on the why, remove barriers and reduce steps for task completion. Strive to have all relevant information accessible in one click.
What I did
Built prototypes for user testing, presented findings to stakeholders, and gathered feedback. Coordinated internal testing for subsequent iterations and finalized visual design for sign-off. Worked with the engineering manager to implement sweeping updates without adding unnecessary dev-hours.
The Result
Reduced online claims specific customer service calls by 50% Received positive feedback from internal teams, stakeholders, and leadership. Components and patterns became core pieces of the design system.
