Role
Product Designer — led the redesign
Filing a claim happens on someone's worst day. As Loop rebranded in 2022, I led a redesign of the claims process inside the app — turning a long, unclear form into a focused, step-by-step journey that was easier to finish.
Customers were frustrated by unclear steps and a long list of questions just to file a claim.
It's the moment people need their insurance most, and the process was working against them. As part of Loop's 2022 rebrand, I led a project to replace it with a digital claims submission tool that was simpler to move through and less draining to complete.
I owned the information architecture of the submission journey end to end. Partnering closely with the Head of Insurance, I worked to cut the cognitive load of the flow, and used personalization so the experience adapted to the customer rather than asking everyone the same long set of questions.