Overview

I led the redesign and optimization of the customer claims process, focusing on improving efficiency, reducing claim rates, and increasing digital adoption. By standardizing internal workflows and applying user feedback, I helped create a smoother experience for both customers and internal teams.

My Role

I managed customer claims and escalated factory issues when defect thresholds were exceeded. After identifying gaps in the existing workflow, including the absence of a tracking system, a lack of documentation, and frequent claim losses through email and fax. I advocated for a user-centered redesign informed by research and feedback to create a more reliable and efficient claims process.

Results

• Claim rate reduction: Decreased average claim rates from 4% to 1%

• Digital adoption: 80% of customers transitioned to filing claims online

• Operational improvement: 30% reduction in lost claims

• Improved internal efficiency and customer satisfaction

Strategy & Execution

1. Process Standardization

• Created a standardized claims tracking process using Excel, improving visibility and consistency across teams.
  

2. Digital Form Creation

• Designed and launched an online claims submission form to replace manual and fragmented workflows.
  

3. User-Centered Improvements

• Collected customer feedback to identify pain points in both the claims process and product design.

• Applied insights from user feedback to refine product details, reducing recurring issues.
  

4. User Testing & Iteration

• Conducted user testing to redesign the claims form for clarity and ease of use.

• Simplified required fields and instructions to reduce submission errors.