Helping customers manage claims with confidence.
Designed a conversational claims framework that helped customers file claims, track progress, and take next steps without contacting support.
I led discovery and concept development for a conversational claims experience that supported customers throughout the claims lifecycle. Working closely with business and service stakeholders, I developed a scalable framework and prototype concepts for a claims assistant that helped users file new claims, get answers to common questions, check claim status, and understand recommended next steps.
The goal was to reduce reliance on customer support while giving policyholders a faster, more self-serve path to managing home, auto, and health insurance claims. The resulting framework established a foundation that could scale across the claims journeys relied upon by millions of customers.
