From paper-based forms to a digital-first member experience
Role: Lead Product Designer | Tools: Figma, Mural | Team: 2 UX Designers, 2 Business Analysts, 2 UX Architects,
4 Engineers, 1 Product Owner | Year: 2025
4 Engineers, 1 Product Owner | Year: 2025
The Problem
The Product Team engaged me to address a critical pain point for members in the claim submission process. At the time, members were required to download a PDF form, complete it by hand, and mail it back. This outdated process was inconvenient, error-prone, and often delayed claim processing, leading to frustration and accessibility challenges for members.
The Product Team engaged me to address a critical pain point for members in the claim submission process. At the time, members were required to download a PDF form, complete it by hand, and mail it back. This outdated process was inconvenient, error-prone, and often delayed claim processing, leading to frustration and accessibility challenges for members.
• Members downloaded, manually filled out, and mailed PDFs
• Error-prone, delayed claims
• Accessibility issues, member frustration
Original PDF Format Health Benefits Claim Form
My Role and Approach
My responsibility was to lead the design of a modern, user-friendly digital submission experience to replace the outdated paper process. This required collaborating closely with Product, Engineering, and Compliance teams to ensure the solution reduced errors and delays, improved accessibility, and adhered to regulatory requirements.
My responsibility was to lead the design of a modern, user-friendly digital submission experience to replace the outdated paper process. This required collaborating closely with Product, Engineering, and Compliance teams to ensure the solution reduced errors and delays, improved accessibility, and adhered to regulatory requirements.
• Led UX design to replace paper workflow
• Conducted research + journey mapping
• Facilitated cross-functional workshops
• Created wireframes + prototypes, validated with users
• Partnered with Engineering & Compliance
User Journey Map and Wireframes
Action
I collaborated with SME coordinators to conduct user research, identifying pain points in the manual process, and mapped the end-to-end member journey. I also facilitated design workshops with stakeholders to align on requirements. I created wireframes and interactive prototypes to validate design concepts with users, iterating based on feedback. I also collaborated with Engineering to ensure technical feasibility and with Compliance to meet regulatory standards, delivering a design that streamlined the submission process and improved usability.
The Results
The new digital submission experience replaced the outdated paper process, making it faster and easier for members to file claims. The streamlined design reduced processing delays, minimized form errors, and significantly improved accessibility. Early feedback from members and stakeholders highlighted higher satisfaction, while the Product Team reported increased adoption of the digital process over traditional mail submissions.
The new digital submission experience replaced the outdated paper process, making it faster and easier for members to file claims. The streamlined design reduced processing delays, minimized form errors, and significantly improved accessibility. Early feedback from members and stakeholders highlighted higher satisfaction, while the Product Team reported increased adoption of the digital process over traditional mail submissions.
✅ Replaced manual PDF with digital tool
✅ Reduced delays + errors via built-in validation
✅ Increased adoption + satisfaction
✅ Improved accessibility for all members
What I Learned
Digital transformation isn’t just about efficiency — it’s about creating a better, more inclusive experience for members.
Digital transformation isn’t just about efficiency — it’s about creating a better, more inclusive experience for members.
💡 Early user validation surfaced overlooked issues
🛡️ Compliance collaboration ensured smoother delivery
🌍 Transformation is about inclusivity, not just efficiency
Influence
The success of this initiative demonstrated the value of UX in modernizing legacy workflows, and UX continued to gain trust as valuable partners within the broader DX organization.
What to Remember
Digital transformation isn’t just about efficiency — it’s about creating a better, more inclusive experience for members.