The Challenge

Slide Insurance faced a unique challenge: integrating 163,000 new policyholders after acquiring accounts from a failing insurer. The goal was to create a self-service claims process that allowed users to file claims efficiently without relying on human representatives.

This was a critical moment for Slide to prove its value to new users and establish trust. The solution needed to prioritize usability, scalability, and compliance with industry standards.

Refining the Problem

To tackle this challenge, our team conducted a week-long Google Ventures Design Sprint at the Slide HQ in Tampa, Florida to collaborate with Slide’s executives and insurance experts. As the lead designer, I facilitated stakeholder discussions, sketched wireframes, and led user testing sessions.

As a team, we had extensive roundtable discussions about what success would look like for this project:

• “How could we create an online workflow that could handle more volume than our reps?”
• “Will this be faster than a phone call?”
• “How will we bring our older demographic onboard?”

By the end of the sprint, we had a validated prototype that addressed the core pain points of the claims process. This in-person sprint was both nerve-wracking and rewarding. (Spoiler Alter: Slide’s executives signed a 3-month contract after the sprint to move forward with development).

Narrowing the Focus

Through stakeholder discussions and user feedback from claims representatives, we identified key areas for improvement:

1. Simplified User Flow: Ensuring new and existing users could file claims effortlessly online.
2. Efficiency: Reducing time spent navigating the claims process.
3. Design Scalability: Creating a foundation for consistent and reusable components.

Our team sketched dozens of potential solutions, narrowing them down to a single streamlined user flow with all essential features.

Building a Design System

Slide did not have design system, so we utilized Tailwind's boilerplate components to create the beginning of their design system. Net-new components also followed the same Tailwind naming convention for brevity.

This framework not only solved immediate challenges but also laid the groundwork for Slide’s future growth.

Validating the Prototype

On the final day of the sprint, we conducted user testing with two policyholders and three Slide executives. The prototype was presented in live sessions where user interactions were closely observed.

These tests revealed critical insights into usability, informing iterative improvements. Some insights included:

• After making a payment, there is no receipt displayed or shared with the user.
• Saving your progress if you need to leave and come back

By incorporating both verbal and non-verbal feedback, we refined the claims flow to better meet user needs.

Development and Refinement

After the sprint, we transitioned to a 3-month product development phase, where we continued implementing feedback from our interviews, as well as completing the responsiveness for the entire flow.

After the design sprint, I transitioned back into my role as lea designer, where I continued supporting my team and communicating with the Slide team to refine and optimize the claims process. Key efforts included:

• Iterative Design Refinement: Weekly design reviews and updates based on user feedback.
• Scalability: Expanding the design system to include new components and guidelines.
• Compliance and Performance: Ensuring adherence to WCAG 2.1 AA standards, fast load times, and industry regulations.

This collaborative phase ensured a seamless transition from prototype to live product.

Results and Impact

Our redesign produced measurable results:

• 60% Time Reduction: Claims process time dropped from 20 minutes to just 8 minutes.
• 47% Fewer Support Calls: The self-service system reduced dependency on human representatives.
• Scalable Design: A reusable design system ensured consistency and streamlined future development.

These improvements not only saved users time but also established Slide as a leader in efficient claims management.

Lessons Learned

This project reinforced the value of combining user insights with scalable design solutions. By maintaining open communication with stakeholders and focusing on user needs, we delivered a product that benefitted both Slide’s business and its users.

I’m particularly proud of how this project positioned Slide for growth. Shortly after launch, Slide acquired renewal rights for Farmers Insurance policies in Florida, adding 86,000 new policyholders to its platform.