Transforming insurance claims through digitisation

Complex claims, like medical or death claims, needed several documents from hospitals, doctors and the police. Doing it all on paper caused delays, errors and real distress for people going through a difficult time.

• Manual processes: paper-based submissions caused delays, averaging 14 days, and errors.
• No transparency: without real-time updates, customers worried about where their claim stood.
• High costs: labour-intensive verification and document storage.
• Compliance risk: manual processes were hard to audit under POPIA.
• Cultural sensitivity: South Africa's diverse traditions needed flexible documentation, such as customary burial permits.

I was the senior UI/UX designer in an agile team of product managers, developers and researchers, over seven months of design sprints. It was part of a year-long engagement at Liberty, where I was a core designer on Salesforce-based products for both clients and the business.

• Shaping the work. I planned user-centred product stories with the product team and ran the competitive analysis.
• Grounding it in real users. I interviewed the customer experience team and listened to customer calls, then designed for each persona and journey across the claims ecosystem.
• Improving the structure. I iterated wireframes from the product team's information architecture and proposed UX improvements to it.
• Owning the UI. I designed the layouts and components for 30+ complex screens within the Liberty design system.

An online claims portal, available 24/7 with a responsive design and secure login, that turned a paper process into a guided digital experience.

How the design answers the problem