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Etiqa / Partner claims platformDesign completed · In development
Etiqa
Designing a more structured vehicle assessment and recommendation experience for insurance adjusters within Etiqa’s partner claims platform.
My scope: the Adjuster Recommendation module
01The Project
The partner claims platform is part of Etiqa’s insurance claims ecosystem, supporting different workflows for different user roles. Within its Vehicle Assessment area, the Adjuster Recommendation module supports reviewing vehicle information, assessing damage and preparing recommendations.
I was responsible for the complete UX/UI design of the Adjuster Recommendation module, working with the Business Analyst, the Product Owner and representatives from an adjuster company. I took part in user discussions, reviewed requirements and user stories, and translated the workflow into a structured digital interface.
After completing the design, I handed the project over to another designer following a change in project assignments. The module is currently in development.
Scope
MineAdjuster Recommendation, the complete module
Not mineVehicle Disposal / Tender module and the internal claims system
02The Problem
Two problems came up in sessions with the adjuster company, the people who carry out the assessments.
Confirmed problems from end users
The existing assessment and recommendation process required users to navigate multiple steps, making the overall workflow cumbersome.
Adjusters relied on manual forms, which created an opportunity to organise assessment information within a more consistent digital experience.
Abstract illustration of the two confirmed problems, not a map of the actual process.
Design challenge“How might we reduce unnecessary complexity and replace manual forms with a clearer digital assessment experience for insurance adjusters?”
03Discovery & Collaboration
I took part in UX discovery sessions directly with representatives from the adjuster company, together with the Business Analyst and the Product Owner.
The sessions helped the team understand the existing process and its operational requirements, before anything was designed.
My contribution
How the work moved
04Design Strategy
Organise assessment details into logical sections so adjusters can understand the information they need to review and complete.
Provide contextual guidance for fields that depend on earlier selections.
Distinguish between saving incomplete work and submitting a completed recommendation.
05Solution
The module brings case overview, case information and the recommendation itself into one coherent experience, replacing manual documentation with structured digital input.
Feature A
Give users a structured overview of cases and their current states.
Try it: select a status card to filter the list.
| Vehicle | Claim ref. | Adjuster company | Created | Status | Aging |
|---|---|---|---|---|---|
| DEMO 1042 | VA-DEMO-0142 | Demo Adjusters Sdn Bhd | 02 Jan | Pending Adjuster Review | 6d |
| DEMO 2217 | VA-DEMO-0139 | Demo Adjusters Sdn Bhd | 29 Dec | Draft | 10d |
| DEMO 0381 | VA-DEMO-0137 | Sample Loss Adjusting | 27 Dec | Adjuster Updated | 12d |
| DEMO 5520 | VA-DEMO-0131 | Sample Loss Adjusting | 21 Dec | Pending Adjuster Review | 18d |
| DEMO 7704 | VA-DEMO-0128 | Demo Adjusters Sdn Bhd | 18 Dec | Adjuster Updated | 21d |
06Before & After
The Before view is a simplified representation of the two confirmed pain points, not a verified map of the legacy process. The After view illustrates the designed experience. No step reduction is claimed.
07Design Decisions
Make the work queue and each case’s state easier to interpret.
Organise vehicle and damage information into one coherent digital form.
Explain dependencies where they occur, and separate saving from submitting.
08My Role
I owned the UX/UI design of the Adjuster Recommendation module, from understanding the workflow to handing over the completed design. I worked with the BA and PO on requirements and user stories, and with adjuster company representatives on the workflow.
Contribution
09Delivery & Status
Design complete · In development
The Adjuster Recommendation module design was completed and handed over for continued project delivery. Following a change in project assignments, another designer took over subsequent design involvement while the module progressed through development.
The work established a structured digital assessment experience intended to reduce reliance on manual forms and simplify the recommendation workflow.
These are design intentions and delivery facts, not measured outcomes. No time saved, error rates, satisfaction scores, adoption figures or launch dates are claimed.