My Bike Claim

4th Dimension’s motorcycle insurance claims process was slow and confusing. I redesigned it into a clear, mobile experience built on real user insights. In just 6 weeks, we launched a MVP that gave users real-time updates, and in 12 weeks a product that reduced support calls by 44%, and boosted team efficiency, while laying the groundwork for future tools.

Tasks

Process audit
User research
MVP design
Iteration

Deliverables

MVP in 6 weeks
Rollout in 12 weeks
Reduce support calls

Team

Myself
Product Manager

Development team

The Problem

The motorcycle claims process was broken. 4D relied on Proclaims, a legacy legal system never designed for motorcycles. Claimants were left guessing, and teams were drowning in communication chaos.

Claimants had no visibility into their claims and constantly chased updates
Claimants had no visibility into their claims and constantly chased updates
Proclaims was built for legal workflows, not tailored to vehicle or rider needs
Proclaims was built for legal workflows, not tailored to vehicle or rider needs
Support teams were overwhelmed by calls, emails, and texts
Support teams were overwhelmed by calls, emails, and texts
Messages were easily missed, causing delays and confusion
Messages were easily missed, causing delays and confusion

Discovery

I started interviewing stakeholders, observing workflows, and shadowing support teams to see where the process broke down. I then conducted user interviews across three groups: past, current, and potential claimants.

Real-time updates were the top demand
Real-time updates were the top demand
Email delays and phone queues caused anxiety
Email delays and phone queues caused anxiety
Users wanted 24/7, self-serve access to information
Users wanted 24/7, self-serve access to information
60% had no access beyond their mobile phone
60% had no access beyond their mobile phone
Many were non-native English speakers, so simplicity was critical
Many were non-native English speakers, so simplicity was critical

From these insights, I distilled three claimant mindsets: Reassured, Impatient, and Confused, which became the foundation for features.

Strategy

We adopted Basecamp’s Shape Up methodology, asking: What can we build in 6 weeks that meaningfully improves clarity, confidence, and efficiency?

Used 6-week cycles to prevent scope creep
Used 6-week cycles to prevent scope creep
Prioritised features that moved the needle
Prioritised features that moved the needle
Designed with intent, avoiding wasted complexity
Designed with intent, avoiding wasted complexity

MVP

Every user insight translated directly into a feature. The result was a mobile-first tool built for clarity, speed, and trust.

Built on principles of transparency, simplicity, and clarity
Built on principles of transparency, simplicity, and clarity
Introduced status indicators, FAQs, real-time timeline, status and messages
Introduced status indicators, FAQs, real-time timeline, status and messages
Users praised the clear layout, though the progress bar was misleading
Users praised the clear layout, though the progress bar was misleading
Text-heavy content created barriers for non-English speakers
Text-heavy content created barriers for non-English speakers

The Solution

Feedback became the roadmap. We refined the product to better reflect reality and reduce user confusion.

Shifted focus from individual statuses to overall claim progress
Shifted focus from individual statuses to overall claim progress
Simplified copy for accessibility
Simplified copy for accessibility
Clearly separated messages from status updates
Clearly separated messages from status updates
Reduced clutter by removing unnecessary images
Reduced clutter by removing unnecessary images
Made FAQs and help desk more visible
Made FAQs and help desk more visible

Outcomes

This project wasn’t about designing a UI, it was about earning trust in a chaotic, long, and stressful process.

44% drop in inbound customer queries (measured via dialer app)
44% drop in inbound customer queries (measured via dialer app)
Support teams saved hours previously spent repeating updates
Support teams saved hours previously spent repeating updates
Modular design system reused in future tools like Triage
Modular design system reused in future tools like Triage
From kickoff to MVP in 6 weeks
From kickoff to MVP in 6 weeks

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Samuel Plumb