While Parachute’s platform offered a self-serve digital experience for consumers to buy insurance, its Member Portal lacked the functionality for policyholders to initiate an insurance claim online.
I was one of two UX designers behind the transition of this key functionality from being entirely paper-based to a digital self-serve offering.
I co-designed the high-fidelity mockups, directed our agency, and led two copywriters to successfully deliver the project in a short timeline.
This project was significant because:
New Claim (Detail of Figma Design)
.png)
We needed to design a simple claim submission flow, taking into account the different pieces of information required by health and life insurance products.
In an effort to leverage previous development work, we were asked to follow the flow of the US member portal when designing the Canadian version.
The timeline given for what seemed like a straightforward project was very short. However, due to regulatory differences between regions, lengthy consultations with multiple internal stakeholders and our Canadian legal firm were required.
To better understand the paper-based process we were looking to replace, we conducted discovery sessions with our insurance subject matter experts and Munich Re’s Canadian claims team.
Together we examined the U.S. claims flow and through whiteboarding exercises identified similarities and points of difference across the regions and their product types.
We quickly discovered that Canadian insurance products included options for spouse and child coverage, which meant new use cases needed to be designed.
User flow
.png)
I wrote the UX requirements for the agency creating the wireframes. I provided them a user flow, details on fields needed on each screen, and the identified use cases (policyholders with life and non-life insurance products, with coverage for spouse or children, without beneficiaries, etc.)
Health vs Life insurance Claim (Wireframe)
Unlike US products, Canadian products included the option of extending coverage to a spouse or children, so the user would need a way to indicate who the claim was for.
Select Insured (Wireframe)
.png)
Since child coverage applied to all of the policyholder’s dependents, users with children born or adopted after buying the policy would need to add them to the account before submitting a claim for them.
To avoid deviating from the steps in the U.S. flow, we added this functionality within the ‘Claim type’ step. The 'Add a child' link allowed the edge-case users to expand the fields, as needed.
Add Child (Wireframe)
.png)
After several rounds of feedback and iterations with the agency, I approved the wireframes. At this point, we only had a short amount of time to produce the Figma designs.
To meet the deadline for the upcoming development sprint, we decided that we had to bring the Figma design work in-house.
My colleague worked on the desktop version while I designed the mobile view as a reference for the responsive site.
Mobile Designs (Figma)
.png)
New Claim Step 1 (Figma)
.png)
