Reporting an injury used to mean talking to an adjuster. GEICO needed medical, employment and expense detail; customers arrived stressed, often without it, and unsure what any of it was for.
I led the end-to-end design of a guided self-service path — sequencing a large set of claims requirements into steps that explain themselves, then building an evidence loop after launch that separated design friction from technical failure. The work later expanded to no-fault forms in five states.
Completion, after launch and continued iteration — a 4.4 percentage-point improvement.
How might we digitize a sensitive, legally complex injury-reporting process without transferring the insurer’s operational complexity onto the customer?
The full write-up — process, screens and what did not work — lives on my portfolio.
