Mobile App · Health
2026
Lumen Health Claims
Client
Lumen Health (concept)
Role
Lead Product Designer
Timeline
14 weeks
Tools
Figma, Maze, Protopie
Rebuilding a health-insurance claims journey so policyholders can file, track and get paid without a single phone call.
01
Problem
Filing a claim took 11 steps, three document uploads and an average of four support calls. 38% of users abandoned the flow before submitting, and most of them called the helpline instead.
02
Solution
A guided, three-step claim flow that reads documents automatically, shows a live status timeline and explains every decision in plain language. Support calls became the exception, not the default.
03
Process & Workaround
We ran 18 interviews with recent claimants and shadowed the support team for a week. Mapping every call reason against the existing flow showed that most friction came from uncertainty, not complexity. That reframed the brief from fewer screens to clearer feedback.
04
User Journey
The journey map split the experience into five moments: incident, decide, file, wait, settle. The wait stage carried the most anxiety and the least information, so it became the centre of the redesign.
05
Wireframe → Visual
Low-fidelity wireframes tested the order of questions before any visual work. Once the structure held up in testing, the visual layer stayed deliberately quiet: one accent colour for status, generous type and nothing that competes with the next action.
(A) Wireframe
(B) Visual design
06
Prototype
A clickable prototype covered the happy path plus two edge cases. Five rounds of unmoderated testing on Maze brought task success from 61% to 94%.
07
Outcome
Launched to a pilot group of 12,000 policyholders. Completion rose sharply and the support team saw an immediate drop in status-check calls.
+41%
Claim completion
−52%
Support calls
3 min
Median time to file
08
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