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01Case studyUAT Completed, Awaiting Launch
Etiqa
Redesigning a legacy insurance claims experience into a more structured, connected workflow for partner workshops, adjusters and internal claims teams.
One claim. Multiple users. One connected journey.
I owned the complete UI design of the Workshop and Adjuster Modules in the partner claims platform, and contributed to UX discovery, the UX research board, user flows, requirements refinement, the internal claims system and Design QA.
02The Challenge
The existing legacy platform is a legacy claims system that supported multiple insurance claim types. Its experience contained dense information, numerous interface actions, complex navigation and older UI patterns.
For users completing a specific windscreen claim task, this created a workflow that could be difficult to follow. Rather than redesigning the whole platform, the team built a dedicated Windscreen Claims module within the partner claims platform, a chance to support clearer navigation, more structured information and more focused task completion.
Too many actions and unnecessary information competed for attention.
Users needed to move through confusing navigation structures to complete tasks.
Dense tables and poorly grouped information made relevant details harder to identify.
The process involved multiple activities, documents, assessments and approvals.
The legacy experience wasn’t designed around modern mobile-friendly interaction patterns.
Design question“How might we simplify complex windscreen claims workflows while supporting the different needs of workshops, adjusters and internal claims teams?”
03UX Discovery
I collaborated with Business Analysts, Product Owners and Project Managers throughout the discovery process. The team also ran discovery sessions with partner workshops and adjuster companies, the actual end users of the new claims experience.
These sessions helped establish operational needs, existing workflow challenges and expectations for the redesigned experience.
My activities
Evaluated the existing legacy interface to identify usability problems.
Took part in discovery sessions with partner workshops and adjuster companies.
Worked with BA, PO and PM to understand business requirements and operational needs.
Documented usability issues, workflow considerations and potential design improvements.
Reviewed BA-proposed user flows and recommended UX improvements.
Collaborated with the BA team so requirements and user stories addressed the identified usability problems.
A summarised, conceptual version, not the original internal board. The board recorded exploration and proposed ideas; not every idea became a delivered feature.
04Research to Requirements
The BA team initially proposed user flows based on the existing legacy workflow. My role was to review those flows from a UX perspective and identify opportunities to improve navigation, information structure and task completion.
I collaborated with the BA team to refine requirements and user stories, so the new module addressed usability issues rather than simply reproducing the legacy workflow.
Excessive navigation and actions
Recommend organising navigation around each role’s tasks
Consider which actions each task actually needs
Clearer task-based navigation
Qualitative design directions, not measured outcomes.
05Connected Ecosystem
The Windscreen Claims journey involves different users and systems. A claim starts with a partner workshop, passes through an AI-assisted assessment, and, when it needs further review, reaches the internal claims team and an adjuster, while the customer can follow its status.
SystemWorkshop Module
Etiqa partner workshops start the claim when a customer visits for windscreen repair or replacement.
Relevant tasks
Key UX challenge
A complete claim needs many details, parts, costs and documents.
Design approach
A guided, step-based submission with grouped information and a clear review before submitting.
Simplified, conceptual view of the described workflow. Not every claim follows the adjuster route, and final decision branches aren’t shown.
06Workshop Experience
The Workshop Module supports Etiqa partner workshops when customers visit for windscreen repair or replacement. The workshop begins by searching the vehicle registration number to check policy and windscreen claim eligibility, then, when eligible, proceeds with claim submission.
I designed the complete Workshop Module UI. The interface guides users through claim information, parts selection, cost estimation, supporting evidence and final submission.
Key design areas
A structured overview of claims and relevant activities.
Vehicle registration search and eligibility checking.
Customer, policy and vehicle information.
Repair or replacement details and affected components.
Itemised repair or replacement costs.
Windscreen photographs and required document uploads.
Review claim information before submission.
Policy found with coverageShow policy information and support the next claims action.
Step 01 / 05
07Adjuster Experience
The Adjuster Module supports adjusters who are assigned to assess windscreen claims. The experience includes assignment visibility, claim review, supporting evidence, assessment information and report submission.
I designed the complete Adjuster Module UI.
Key design areas
Overview of relevant claims and assignments.
Structured assignment information and relevant actions.
Access to relevant claim information.
Visibility of claim progress and status.
Supporting documents and photographs.
Structured assessment information for reviewing windscreen condition.
Preparation and submission of assessment findings.
Stage 01 / 06
TaskSee new assignments and what each one needs.
Design considerationMake new assignments and their status easy to spot
08UI & Components
I designed the Workshop and Adjuster experiences using the existing Etiqa Design System, applying consistent visual patterns and interface components across different operational workflows.
UI design considerations
Conceptual component representations, not the Etiqa Design System’s actual specifications. I used the existing design system; I didn’t create it.
09Design QA & UAT
My involvement continued beyond UI design. I participated in Design QA, reviewing the implemented experience against the intended interface designs.
The project also completed User Acceptance Testing, and the Windscreen Claims module is awaiting production launch.
Design QA focus
No UAT pass rates, defect counts or testing metrics are published. I took part in Design QA; I didn’t run the UAT process.
10Outcome & Reflection
Development, Design QA and User Acceptance Testing completed, awaiting production launch.
The project delivered a redesigned Windscreen Claims experience within the partner claims platform. The new module supports partner workshops and adjusters through more focused, role-specific interfaces.
The design direction addressed legacy usability challenges through clearer navigation, structured information, guided claim submission and more organised assessment workflows.
Confirmed outcomes
A focused Windscreen Claims module was developed within the partner claims platform.
Workshop and Adjuster experiences were designed around their respective tasks.
UX findings and recommendations contributed to requirements and user story refinement.
I designed the Workshop and Adjuster module interfaces.
Development, Design QA and UAT completed.
No processing-time, satisfaction, cost or AI-performance figures are published, these are delivery outcomes, not measured impact.
Reflection
This project reinforced the importance of understanding operational workflows before designing complex enterprise products.
Working with BA, PO, PM and actual end users helped connect business requirements with real user needs. It also strengthened my ability to simplify legacy workflows, design across multiple user roles, and maintain consistency using an established design system.