Automated Claim Return

When a claim was sent back to previous step as incomplete, the adjudicator sending got no productivity credit for handling it, plus had to manually re-enter information into oversized legacy forms just to process that return.

Duration

May-Aug, 2025

Client

Federal Contractor

Services

User Research

Interaction Design

Systems Thinking

Component Design

Legacy Modernization

Prototyping

Agile Delivery

Challenge

The existing return process was penalizing workers twice, once with uncompensated time and once with redundant data entry. This was all inside a system with unstable routing, no clarity on what was missing, and no queue to manage incoming returns.

Solution

Led the UI/UX design for a legacy-to-MFE modernization that routes returns to the last assigned worker, surfaces exactly what's missing and why, and gives each user a clear queue. Worked closely with an architecture lead to ensure components were built to transition cleanly into the future unified application.

Impact

Designed for two timelines simultaneously, the immediate need to serve users fluent in the legacy system, and the long-term need for components that slot into a modernized architecture they hadn't seen yet. That dual constraint shaped every component decision.