Cutting claim calls by 44% in 12 weeks
4th Dimension Innovation • 2024
Home screen showing current claim status with progress bar and next-step preview, plus quick access to suggestions and FAQs.
Context
Transforming a high-stress claims journey into a calming experience. In 6 weeks, I shipped an MVP focused on visibility and trust, then iterated to the final design by week 12. The outcome was a trusted mobile app, a scalable foundation, and a measurable reduction in operational strain.
Problem
Claimants had no reliable way to understand where their bike was, what stage they were in, or what was blocking progress. This lack of visibility drove repeated inbound calls, internal chasing in outdated legacy software, and growing anxiety.
Append claim timeline showing completed, in-progress, and upcoming stages with dates, from parts ordered through to bike delivery.
"Repairs Are Underway" status page in plain English, with estimated completion date and a link through to the full progress timeline.
Notification inbox showing the full claim history as individual plain-English updates, each timestamped, from bike collection through to repairs in progress.
Solution
I created a product with progressive visibility, using an append-only timeline that showed past, present, and next steps without regression. Predicted time ranges reduced uncertainty, plain English replaced jargon, and a hub for information to create a single, trusted, source of truth.
Impact
The redesign cut inbound claims calls by 44% within just 12 weeks, saving hundreds of support hours across internal teams and giving employees full visibility of vehicles across the warehouse for the first time. Shipped and tested as an MVP in just 6 weeks across 3 sprints, the project moved fast without cutting corners, and the design system built along the way has since been adopted as the foundation for future products.
44%
reduction in inbound claims calls within 12 weeks
Hundreds
of support hours saved across internal teams
Reusable
design system adopted across future products