My Bike Claim

4th Dimension’s motorcycle insurance claims process was slow and confusing. I redesigned it into a clear, mobile experience built on real user insights. In just 6 weeks, we launched a MVP that gave users real-time updates, and in 12 weeks a product that reduced support calls by 44%, and boosted team efficiency, while laying the groundwork for future tools.

Highlights

Confusion to Clarity

The designs weren’t just UI, they spoke reassurance, clarity, and control for users stuck in a long winded system.

Highlights

Design in Action

Translated real pain points into product features. All screens aimed to tackle specific user needs to deliver trust and understanding,

The Problem

The motorcycle claims process was broken. 4D relied on Proclaims, a legacy legal system never designed for motorcycles. Claimants were left guessing, and teams were drowning in communication chaos.

Claimants had no visibility into their claims and constantly chased updates.

Proclaims was built for legal workflows, not tailored to vehicle or rider needs.

Support teams were overwhelmed by calls, emails, and texts.

Messages were easily missed, causing delays and confusion.

Discovery

I started by getting close to the chaos. I interviewed internal stakeholders, observed workflows, and sat with support teams to understand where the process broke down. Then, I went outside.

I began with user interviews and split the into three groups: past, current, and potential claimants.

What I learned

All groups wanted real-time updates.

Email delays and phone queues created anxiety.

Users wanted simple, 24/7 access to information.

60% of users only used mobile phones.

Most were non-native English speakers—simplicity was crucial.

After gathering datapoints I split their opinions into mindsets : Reassurance, Impatient, and confused. These where the building blocks for our features

How can we cater to all claimant mindsets, while implementing features that relate to the collected data?

Strategy

We implemented the Basecamp's shape up methodology: What could we build in 6 weeks that meaningfully boosted efficiency, clarity, and satisfaction?

Adopted a 6-week cycle to avoid scope creep and ship with intent

Focused on only what moves the needle: clarity, confidence, and conversion

Our MVP

Every insight led directly to a feature.

Key Principles

Trust through transparency

Speed without complexity

Design for clarity

Features

Status indicators, FAQs, Instant clarity

Timeline view with tappable, real time updates

Status changes and messages in a single view

Launch feedback

Users praised clarity and intuitive layout.

The progress bar was loved but sometimes misleading.

Text overload was a blocker, especially for non-English speakers.

Users confused updates vs. messages.

The Solution

Feedback wasn't optional, it was THE roadmap.

Major Changes

Focus on the actual position/progress of your claim not the individual status

Simplified copy for non-native speakers.

Combined journey + status on the home screen.

Auto-scrolling overlay for easier navigation.

Clear separation between messages and status updates.

Removed images and clutter to sharpen focus.

Help desk and improved FAQs became more visible.

Outcomes

This wasn’t about creating a UI. It was about earning trust. I learned to design for real-world chaos, not assumptions.

Results

44% drop in inbound customer queries (measured via our dialer app).

Support teams spent less time repeating themselves.

Morale and focus improved across departments.

Built a modular design system reused in other tools like Triage.

From kickoff to MVP in 6 weeks

Full rollout in 12 weeks

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