As design lead, I facilitated a week-long Google Ventures Design Sprint at Slide HQ in Tampa to create a seamless online claims workflow that could handle high volume and serve their older demographic.
Slide needed to improve their claims process to handle more volume than phone representatives.
To tackle the challenge of improving Slide's claims process, our team conducted a week-long Google Ventures Design Sprint at Slide HQ in Tampa, Florida. The goal was to collaborate closely with Slide's executives and insurance experts to create a seamless online claims workflow.
As the lead designer, I facilitated stakeholder discussions, sketched wireframes, and led user testing sessions to ensure we addressed the key challenges facing their claims process.
Key questions we aimed to answer during the sprint:
Our objective was to design and validate an online claims process that simplified user flow, increased efficiency, and established a scalable design system.
The objective of this sprint was to design and validate an online claims process that: simplified the user flow ensuring new and existing users could file claims effortlessly, increased efficiency by reducing time spent navigating the claims process, and established a scalable design system that could support Slide's future growth.
We executed a structured 5-day approach based on the Google Ventures framework.
Day 1 - Understanding: We kicked off the sprint at Slide HQ in Tampa, Florida in a room full of executives and relevant stakeholders. As a team, we defined long-term goals and mapped out potential design challenges.
Early sketches visualizing changes to the GUI, and more.
In roundtable fashion, we gave the experts time to talk about their insights and clarify the problem we were looking to solve.
Day 2 - Sketch: We distilled all our notes from Day 1 into inspiration for sketching. Experts shared screenshots and websites for inspiration, ranging from direct competitors to standalone UI from apps they liked.
Day 3 - Decide: As a group, we reviewed and critiqued all sketches. Everyone voted on the best ideas, which were then combined into a storyboard representing the optimal experience.
Day 4 - Prototype: Over 24 hours, our internal team turned the storyboard into a realistic, functional prototype using Tailwind CSS for speed.
Sketching potential solutions
Building out early components using Tailwind CSS
Day 5 - Test: We brought in individual experts and stakeholders to interact with the prototype through moderated usability tests.
Conducting in-person usability tests
"The way it's laid out makes it really easy to know which payments are due."
Not surprisingly, we left the tests with more questions than answers, including concerns about receipts, progress saving, and reference numbers for support calls.
The sprint resulted in us landing a half-million dollar contract with Slide and continuing to build out the production-grade version of this new application. After the sprint, I transitioned back into my role as lead designer.
Over the course of three months, I continued supporting my team and communicating with the Slide team to refine and optimize the claims process, including iterative design refinement, scalability planning, and ensuring WCAG 2.1 AA compliance.
Collaboating with devs to optomize the decision engine
After the three-month extension, we launched the production version and saw significant improvements.
"This new system will save our reps so much time—it's a game changer for efficiency."
Slide's self-service claim flow
These improvements positioned Slide as a leader in efficient claims management and set the foundation for long-term digital transformation.
The improvements not only saved users time but also positioned Slide as a leader in efficient claims management. Our goal was to make the claims process more efficient and accurate while improving the overall user experience.
About a year after launching the new Slide app and onboarding users, we heard the awesome news that they acquired rights to 86,000 more users. This further validated our work as a streamlined and scalable process for Slide's future growth.