Wireframe validation
Tested whether the sequence and grouping of questions made sense before visual refinement.
← Selected work
Canada Life · Released product
Redesigning the post-visit medical claim experience
A guided, responsive, and accessible reimbursement flow for plan members submitting medical expenses and supporting documents.
At a glance
- ProblemThe claim form on the legacy platform was long, desktop-first, and hard to finish on a phone.
- What I didDuring the migration to Salesforce Industries, I redesigned it as a guided, step-by-step journey and refined it through two rounds of usability testing with plan members.
- ResultCompletion was 30% faster in usability testing, and the experience shipped at WCAG AA.
What shipped
The released claim journey, step by step
Three screens from the live Salesforce experience. The full walkthrough is further down.
Project snapshot
Modernizing a high-use benefits journey
I redesigned the claim experience during the migration from SAP Hybris to Salesforce Industries. It had to simplify submission while supporting benefit rules, responsive layouts, technical constraints, and accessibility requirements.
- My role
- UX Designer, end-to-end product experience
- Users
- Group-benefits members requesting reimbursement after receiving care
- Platforms
- Responsive web and mobile
- Partners
- Product, research, content, accessibility, QA, and engineering
- Status
- Released on a platform used by 10M+ members
The problem
Filing a claim was long, inconsistent, and hard on mobile
After paying for an eligible medical service, members had to provide practitioner details, expense information, and supporting documents to get reimbursed. The original experience left them unsure what was required and whether they had finished.
Design challenge
How might we create a clearer claim journey while supporting multiple claim types, platform migration, responsive behavior, and accessibility requirements?
Previous experience · SAP Hybris
The legacy journey exposed complexity at every stage
These annotated wireframes document the experience before the migration: claim-type decisions, eligibility questions, expense fields, document uploads, and a final review.
View the six legacy screensAnnotated Hybris wireframes · select to expand
Select any wireframe to view it at full size. Screens use sample account data.
Research and validation
Testing the structure before refining the interface
Two rounds of usability testing with plan members: wireframes first, to test flow structure and comprehension, then high-fidelity prototypes, to test readability, hierarchy, and accessibility.
High-fidelity validation
Tested visual hierarchy, upload guidance, and how confident members felt completing a claim.
What changed
Feedback informed content hierarchy, button language, and instructions for supporting documents.
Design decisions
Three decisions shaped the experience
Turn a dense form into a guided journey
The flow focused members on one group of related information at a time, replacing long forms with a step-by-step structure.
Explain documents at the point of need
Receipt and supporting-document guidance appeared near the relevant action, with upload instructions refined through testing.
Prevent errors before submission
Real-time validation, clear required fields, focus behavior, and confirmation states helped members resolve issues earlier.
Interactive prototype · Salesforce
Explore the redesigned claim journey
The Hybris platform was being retired and end-user access was limited, so I worked with developers who still had access to document the legacy journey. That baseline informed the redesigned Salesforce experience below, from entry and claim-type selection to supporting documents.
Redesigned experience
Open in Figma ↗Medical-claim walkthrough
Follow the end-to-end path through the guided structure, recovery paths, and supporting-document experience.
Shipped product
See the complete claim journey in motion
Recordings of the released Salesforce experience on desktop and mobile.
Website walkthrough
Follow a complete test claim through the released desktop experience.
Mobile responsive walkthrough
See how the same journey adapts to a narrow viewport.
Responsive experience
Designed for how members actually file claims
Members often submit from home or on a phone, with receipts in hand. Reviewing both viewports showed more than layout differences: controls had to stay reachable, headings had to wrap predictably, and long upload and privacy content needed a usable reading order.
The released experience keeps the same information hierarchy and direct path into the claim journey on every screen size.
Experience model
Five steps from preparation to confirmation
- 1PrepareUnderstand required information
- 2DescribeEnter provider and expense details
- 3DocumentAdd receipts and supporting files
- 4ReviewConfirm information
- 5SubmitReceive next steps
Outcome
Faster in testing, accessible at launch
faster average completion in usability testing
accessibility level reported at launch
to production in the group-insurance portal
The 30% figure comes from usability testing, not production analytics.
Accessibility and delivery
Designed through implementation—not only handoff
I worked with engineering through design reviews, and with accessibility, QA, content, and product partners as the experience moved toward release.
The work covered clear labels, understandable validation, contrast, keyboard and focus behavior, readable hierarchy, and mobile-friendly spacing. WCAG fixes and usability refinements continued after launch.
Reflection
Simplifying means deciding when members meet complexity
Simplifying a claim doesn’t remove the benefit rules behind it. I decided when members encounter them, explained them at the point of need, and worked with engineering so the design held up in the released product.