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OneAmerica | IBM iX | 2022

Designing an intuitive claims intake experience for people on short-term disability.

The Challenge

OneAmerica’s current disability claims experience is lagging behind competitors and relies on physical forms, manual intervention, and repetitive processes. How might we help OneAmerica improve their current claims experience, increase employee efficiency, and boost customer satisfaction and retention?

The Solution

A self-service, digital claims intake form that allows short-term disability claimants to initiate their claim on their computer or phone, feel confident OneAmerica received their submission, and understand the next steps in the claims process.

My Role

As the UX lead, I was responsible for user interviews, personas, journey maps, and validation sessions. I worked alongside the visual lead to design wireframes and an interactive prototype.