UI / UX Design
Injury Intake Claims GEICO
This work combined UX strategy, prototyping, user research, and cross-functional collaboration to improve both the customer experience and internal team alignment.
Year :
2026
Industry :
Insurance
Client :
GEICO
Project Duration :
9 Months
The Challenge
The original injury intake flow relied on a one-question-per-page structure, requiring customers to navigate detailed, often complex injury questions at a moment of high stress and uncertainty. This led to a significant drop-off, with many users abandoning the process and calling an adjuster instead.
Research Insights
While the experience was functionally thorough, it failed to account for customers' emotional and cognitive state immediately after an accident, when clarity, reassurance, and guidance are critical to completing the journey.
Challenge :
The flow did not align with users' emotional and cognitive states right after an accident. Users felt uncertain about whether they were completing the process correctly. They needed a clearer way to review, confirm, and retain what they had submitted.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.
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BE AWSOME
UI / UX Design
Injury Intake Claims GEICO
This work combined UX strategy, prototyping, user research, and cross-functional collaboration to improve both the customer experience and internal team alignment.
Year :
2026
Industry :
Insurance
Client :
GEICO
Project Duration :
9 Months
The Challenge
The original injury intake flow relied on a one-question-per-page structure, requiring customers to navigate detailed, often complex injury questions at a moment of high stress and uncertainty. This led to a significant drop-off, with many users abandoning the process and calling an adjuster instead.
Research Insights
While the experience was functionally thorough, it failed to account for customers' emotional and cognitive state immediately after an accident, when clarity, reassurance, and guidance are critical to completing the journey.
Challenge :
The flow did not align with users' emotional and cognitive states right after an accident. Users felt uncertain about whether they were completing the process correctly. They needed a clearer way to review, confirm, and retain what they had submitted.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.
More Projects
BE AWSOME
UI / UX Design
Injury Intake Claims GEICO
This work combined UX strategy, prototyping, user research, and cross-functional collaboration to improve both the customer experience and internal team alignment.
Year :
2026
Industry :
Insurance
Client :
GEICO
Project Duration :
9 Months
The Challenge
The original injury intake flow relied on a one-question-per-page structure, requiring customers to navigate detailed, often complex injury questions at a moment of high stress and uncertainty. This led to a significant drop-off, with many users abandoning the process and calling an adjuster instead.
Research Insights
While the experience was functionally thorough, it failed to account for customers' emotional and cognitive state immediately after an accident, when clarity, reassurance, and guidance are critical to completing the journey.
Challenge :
The flow did not align with users' emotional and cognitive states right after an accident. Users felt uncertain about whether they were completing the process correctly. They needed a clearer way to review, confirm, and retain what they had submitted.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.
Collaboration
Alongside the product work, I partnered with the Design Manager to establish a collaboration framework that brought business partners and developers into a more effective, low-friction design process. The approach focused on improving team dynamics and rebuilding alignment, using Figma-based working sessions and structured design jams to accelerate decision-making and shared ownership across teams.