While Munich Re's digital insurance platform, Parachute, offered a self-serve digital experience for consumers to buy insurance, its Member Portal lacked the functionality for policyholders to initiate a claim online.
I was one of two UX designers behind the transition of this key functionality from a paper-based process to a digital self-serve offering. As Director, UX and Marketing, I co-designed the high-fidelity mockups, directed our agency, and led two copywriters to deliver the project on a tight timeline.
This project was significant because it enhanced customers' most critical interaction with their insurer, saved users time and reduced the need to call customer service, supported the brand's promise of a fully digital and simple experience, and marked the first time we produced the Figma designs in-house.
New Claim (Detail of Figma Design)
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We needed to design a simple claim submission flow, accounting for the different information required by health and life insurance products. We were also asked to follow the US member portal flow when designing the Canadian version, to leverage existing development work.We needed to design a simple claim submission flow, taking into account the different pieces of information required by health and life insurance products.
The timeline was short for what initially seemed like a straightforward project. Regulatory differences between regions, however, required lengthy consultations with multiple internal stakeholders and our Canadian legal firm.
To better understand the paper-based process we were replacing, we conducted discovery sessions with our insurance subject matter experts and Munich Re's Canadian claims team. Together we examined the US claims flow and through whiteboarding sessions identified similarities and differences across regions and product types.
We quickly discovered that Canadian products included options for spouse and child coverage, which introduced new use cases that needed to be designed.
User flow
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I wrote the UX requirements for the agency producing the wireframes, providing a user flow, field details for each screen, and the identified use cases (policyholders with life and non-life products, with coverage for a spouse or children, without beneficiaries, and so on).
Health vs Life insurance Claim (Wireframe)
Unlike US products, Canadian products included the option of extending coverage to a spouse or children, so users needed a way to indicate who the claim was for.
Select Insured (Wireframe)
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Since child coverage applied to all of a policyholder's dependents, users with children born or adopted after purchasing the policy would need to add them to the account before submitting a claim. To avoid deviating from the US flow, we added this functionality within the 'Claim type' step, using an 'Add a child' link to expand the fields for edge-case users as needed.
Add Child (Wireframe)
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After several rounds of feedback and iteration with the agency, I approved the wireframes. With only a short window remaining before the development sprint, we decided to bring the Figma design work in-house to meet the deadline.
My colleague worked on the desktop version while I designed the mobile view as a reference for the responsive site.
Mobile Designs (Figma)
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New Claim Step 1 (Figma)
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