Role: Lead UX Designer | Healthcare Insurance | 2022
Overview
The Inventory Listing flow was designed to improve the experience for Florida Blue's internal claims reviewers. The legacy application, Diamond, presented raw, unfiltered data in a rigid, tab-based format that limited visibility and prevented users from interacting with the data meaningfully.
The redesign aimed to segment key information, surface insights through UI enhancements, and support role-based filtering—all without overburdening users with clutter or sacrificing data accessibility.
Goal
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Enable fast interaction with key claim data
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Provide an at-a-glance snapshot of claim age
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Offer a single source of truth with reliable, structured data
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Support single-screen workflows without needing multiple windows
Tools
- Figma and Adobe XD (Wireframing and Prototyping)
- Microsoft Teams (User interviews and usability testing)
- Google Sheets (User feedback synthesis)
- Figjam (Journey Mapping)
Problem
Diamond—Florida Blue’s legacy claims application—was outdated and ineffective for daily review tasks:
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Data was dumped across multiple tabs, lacking hierarchy or visual clarity
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No filtering or aggregate view capabilities unless through costly custom dev
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Required users to open multiple screens just to complete simple tasks
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Created bottlenecks, frustration, and workarounds that impacted both performance and morale
Users were unable to quickly access insights like claim age, issue patterns, or next steps—leading to inefficient workflows and decreased review accuracy.
Users
The primary users were claims reviewers, segmented into two distinct roles:
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General Reviewers (90% of users)
Reviewed recent or routine claims -
Urgent Reviewers (10%)
Focused on older claims that required special handling or had been unresolved for an extended time
Each role had different information needs. The UX needed to reflect those priorities by tailoring visibility, access, and interaction without fragmenting the experience.
Process
Discovery
I shadowed both SMEs (general and urgent) to observe their workflows firsthand. This included:
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Tracking time per task
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Noting facial expressions and frustration points
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Documenting unnecessary screen-switching behaviors
Both SMEs were experienced enough to know where pain points existed, but new enough to want improved efficiency. Their accuracy-based performance bonuses also made them ideal advocates for change.
Design & Testing
Once wireframes were complete:
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I had SMEs complete realistic tasks using clickable prototypes (e.g., “filter professional claims,” “find oldest claim”)
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Rather than walk them through the flow, I observed their interactions and noted points of friction
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The sessions helped validate layout, filters, and progressive UI patterns
This iterative approach continued through low-fidelity and high-fidelity prototypes.
Initial redesign
Challenges
The biggest hurdle was change management: users were accustomed to seeing everything at once in Diamond, even if the data was overwhelming. They expected the new system to surface the same volume of data—despite it being disorganized and inefficient.
Key issues:
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Resistance to hidden/off-canvas data
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Fear of missing key info
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Learning curve for a more efficient, minimal layout
To overcome this, I integrated micro-interactions and progressive disclosure patterns into clickable prototypes to simulate data interactions, helping users build trust in the flow.
Outcomes
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Users reported higher satisfaction, feeling involved and heard in the design process
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Claims reviewers could navigate and filter claims significantly faster
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Visual indicators (like temperature gauges) helped users quickly spot high-priority issues
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The UI became a reference standard, reused by other teams across the Claims domain
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Two budgeted projects were canceled, thanks to shared use of the new Inventory screen patterns
Business Impact
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Accelerated auditing and faster turnaround times
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Improved organization of claim details, driving better review accuracy
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Shared codebase saved dev hours and sped up buy-in for future internal initiatives
Key Takeaways
This project highlighted how:
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Deep SME collaboration fosters trust and better design outcomes
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Thoughtful segmentation and interaction design can improve workflows even in complex, data-heavy systems
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Involving users early and often transforms adoption rates and user satisfaction