Cutting claim calls by 44% in 12 weeks
4th Dimension Innovation • 2024
Overview
Transforming a high-stress claims journey into a calming experience. In 6 weeks, I shipped an MVP focused on visibility and trust, then iterated to the final design by week 12. The outcome was a trusted mobile app, a scalable foundation, and a measurable reduction in operational strain.
Problem
Claimants had no reliable way to understand where their bike was, what stage they were in, or what was blocking progress. This lack of visibility drove repeated inbound calls, internal chasing in outdated legacy software, and growing anxiety.
Solution
I created a product with progressive visibility, using an append-only timeline that showed past, present, and next steps without regression. Predicted time ranges reduced uncertainty, plain English replaced jargon, and a hub for information to create a single, trusted, source of truth.
Impact
44% reduction in inbound claims calls within 12 weeks
Hundreds of support hours saved across internal teams
Employees had visibility of vehicles across the warehouse
Reusable design system adopted across future products
MVP shipped & tested in 6 weeks (3 sprints)
Links
