VIa Benefits
Enhanced user experience of the insurance portal
COMPANY
WTW
ROLE
UX Designer
EXPERTISE
UX/UI Design
YEAR
2024
At Via Benefits, I led two major initiatives to transform the reimbursement experience—building a centralized Reimbursement Center and redesigning the Claim Submission Flow across web and mobile. The goal was to simplify and streamline the process, reduce user friction, and significantly improve engagement and satisfaction.
Timeline
8 weeks for each initiative, delivered in close collaboration with cross-functional teams while managing parallel projects.
Background
The legacy reimbursement experience was fragmented and confusing, resulting in high support volumes, user errors, and dissatisfaction. Users struggled with duplicate claim submissions, invalid documentation, and lacked guidance through the process. There was also no centralized location for managing different reimbursement types, limiting user flexibility and control.
This category details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Research & Planning
Conducted user serveys, gone through fullstory sessions and gathered fullstory metric. Also analysed the CSR data, attended participant listening sessions.
Identified pain points like repetitive errors, user confusion, and lack of visibility into eligible options.
Design & Prototyping
Designed a Reimbursement Center that presents all eligible options (Automatic, Express, Historical Claims, Add Expense) in one place.
Redesigned the Claim Submission Flow with responsive layouts, real-time validations, and educational inline guidance.
Iterated on prototypes with feedback from stakeholders and users.
Implementation
Collaborated with engineering to align backend logic with frontend validation. Designed consistent, responsive interfaces for both portal and mobile. Integrated smart UI prompts and contextual help across the journey.
Testing & Optimization
Conducted extensive usability testing and accessibility checks.
Optimized the experience based on feedback to reduce steps, simplify uploads, and add clear messaging.
Centralized Reimbursement Hub
All reimbursement options in one place, shown dynamically based on user eligibility.
Responsive, Unified Claim Flow
Redesigned experience that works seamlessly across devices with consistent UI patterns.
Real-Time Validation & Smart Feedback. Streamlined Navigation
Inline error detection, educational tooltips, and better upload guidance. Reduced scrolling and unnecessary steps to keep the experience clean and focused.
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition.
Increased Efficiency
Users report significant time savings and improved productivity through optimized scheduling recommendations.
Positive User Feedback
High user satisfaction ratings and positive reviews highlight the app's intuitive interface and powerful AI capabilities.
Growing User Base
The app quickly gained traction among individuals and businesses worldwide, with a steady increase in user adoption and engagement.