Claims & Policy Operations
A representative enterprise claims platform for motor and property insurance: intake, assessment, approvals and payment, used daily by handlers, team leads and finance approvers.
- Product
- Meridian Claims
- Platform
- Enterprise web application
- Role
- Lead product designer - research, IA, interaction design, design system contribution
- Design focus
- Workflow simplificationInformation architectureData-heavy UXApproval design
Problem
Handlers held the state of a claim in their head. Cover checks, adjuster notes, documents and approval thresholds each lived in a different screen, so the first ten minutes of any claim were spent reassembling context.
Approvals were the sharpest pain: nobody could see what was waiting on them, why it was waiting, or what would happen next once they clicked approve.
Everything a handler needed to judge one claim lived in a different place.
Claim state reassembled manually at the start of every review.
Approach
- 01
Mapped the claim as one continuous decision
Shadowed the handler journey end to end and modelled it as a single decision path rather than a set of modules. That map became the information architecture: one claim record, with the queue, the detail and the approval as views onto the same state.
- 02
Designed for the shift, not the screen
The overview answers a shift-level question - what needs me now - before it shows volume. Everything else is progressive: counts open into filtered queues, queues open into the claim, the claim opens into the approval chain.
- 03
Made the data legible at density
Established a table rhythm, a status vocabulary and a monospaced reference style so handlers can scan hundreds of rows without the interface shouting. Colour is reserved for genuine risk.
Key UX decisions
One status vocabulary across the product
Assessing, docs pending, in approval, SLA risk, settled. Five states, used identically in the queue, the detail view and the approvals list, so a handler learns the language once.
Approvals framed as a chain, not a button
The claim detail shows the full approval sequence with who acted, who is waiting and what happens after. The decision is made in context rather than in a modal.
Risk earns colour, everything else stays quiet
Only SLA breaches and blocked decisions use the accent. In a dense operational tool, restraint is what makes escalation visible.
Financial summary always in view
Reserve, assessed value, excess and net payable sit above the workflow so approvers never scroll to find the number they are approving.
Final product screens
Outcome & impact
The redesign collapsed a multi-module tool into a single claim narrative, with a queue, a record and an approval chain that share one vocabulary and one visual rhythm.
Handlers can answer what needs me now on entry, and approvers see the reason a decision is waiting rather than only the amount.
Some product names, data, and details have been anonymized or represented for confidentiality. The case studies reflect real design challenges, decisions, workflows, and outcomes from my professional experience.
- Reserve
- ₹8,40,000
- Assessed
- ₹7,95,500
- Net payable
- ₹7,70,500
Approval chain
- ✓Handler assessment completeA. Rao · 09:42
- ✓Team lead reviewS. Menon · 11:05
- 3Finance approval - threshold ₹5,00,000+Waiting · 2h 14m
- 4Payment releaseAutomatic on approval
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Let's talk.
I'm Pavan, a Lead Product Designer with six years in enterprise and B2B product design across finance, banking, insurance, logistics and internal business systems. Most of my work sits where business rules, user needs and technical constraints meet. I turn complicated workflows into products that are clear to use and easy to learn.
What I specialise in
- Enterprise & B2B product design
- UX architecture & workflow design
- Interaction & UI design
- Design systems & governance
- UX research & usability testing
- WCAG 2.1 AA accessibility
Availability - open to Lead Product Design and UI/UX roles
- pavanps583@gmail.com
- Phone
- +91 94497 22598
- linkedin.com/in/pavan-ps
- Location
- Mangalore, India