Carolina Medrado
Menu
Pier Insurtech (App)
Making claims simple: a UX overhaul for a smoother insurance journey
Currently being developed
In development
This case study explores the comprehensive redesign I led of the auto insurance claims submission experience — including Theft, Partial Damage, and 24h Assistance — for our active insurance members. These journeys represent the core interaction users have with our digital insurance product, yet we identified significant friction points:
High cancellation rates (with 73% initiated by members)
Duplicate claim submissions, and
Incomplete or incorrect information.
Through funnel and user session analysis, close collaboration with operations, and a user-centered design approach, we reimagined critical flows to create a clearer, more intuitive, and more efficient experience — reinforcing Pier’s position as a leader in digital-first, customer-centric insurance.
Challenges
Even though the claims journey is one of the most important parts of the insurance experience, it was causing a lot of friction for our members and internal teams. Many users were canceling their claims mid-process, opening duplicate requests, or submitting incorrect information. This led to extra work for the support and operations teams, and frustration for members who just wanted quick help.
We also noticed inconsistencies across teams and tools that made the process harder to manage and improve. Our challenge was to align everyone involved — support, operations, product, acquisition — and redesign a claims journey that was fast, simple, and easy to understand.
Design Solution
We started by mapping the entire claims journey in several service blueprint workshops with teams from support, ops, product, and acquisition. This gave us a full view of how the process worked behind the scenes and where users were struggling.
We also gathered data from support tickets and internal reports to better understand the most common pain points.
We also removed unnecessary steps and reordered fields to better match how users think — especially in stressful moments like a theft or an accident. Every change was validated though moderated usability testing with actual clients, aiming to help people move through the flow more smoothly, with less doubt and more confidence.
Two layers: core experience, then self-service
Layer 1 — Navigation, filtering, and the new statement
The first focus was making receivables easier to reach and making the statement genuinely useful on mobile.
Improved discoverability: Restructured entry point to surface receivables more clearly within existing navigation — less depth, same mental model.
Rich filtering on mobile: Full filter system covering payment method, sales solution, installment type, card brand, establishment, receiving account, transaction ID, and transaction type — with progressive disclosure to manage complexity.
Multiple statement views: Users switch between detailed, consolidated, and receivables unit (UR) views — matching the right level of detail to the task at hand.
Richer transaction detail: Structured detail screen with tabs: summary, identification, transaction details, transaction lifecycle, and online sale details.
Design system rollout: The entire section rebuilt on the new DS — visually and structurally aligned with the rest of the app.
Layer 2 — Self-service, anticipations, and business overview
The second focus was reducing operational dependency and creating a more strategic view for less experienced business owners.
In-app report export: Users generate and receive filtered reports by email — without any support contact. Custom filters, older periods, and large date ranges all supported.
In-app dispute flow: Users initiate disputes directly in the app — a task that previously required calling or messaging support entirely.
Anticipations subsection: Dedicated area for receivables negotiations, organized by type (internal, external, XPTO) — easy to track and understand.
Business overview dashboard: Simplified management view for less financially experienced users — key indicators in plain language, no financial literacy required.
Outcomes
While the redesigned claims experience is still in development, early feedback from internal teams has been positive. The new flows are clearer, better aligned with user expectations, and easier to support operationally. By involving multiple teams early on and grounding our decisions in data and real member pain points, we're building a claims journey that’s not only more intuitive, but also scalable and efficient.
Once live, we expect to see a drop in support tickets, fewer cancellations and duplicate submissions, and higher satisfaction from members during one of their most critical moments with the product.
Read next
Question about my work?
Carolina Medrado
Menu
Pier Insurtech (App)
Making claims simple: a UX overhaul for a smoother insurance journey
Currently being developed
In development
This case study explores the comprehensive redesign I led of the auto insurance claims submission experience — including Theft, Partial Damage, and 24h Assistance — for our active insurance members. These journeys represent the core interaction users have with our digital insurance product, yet we identified significant friction points:
High cancellation rates (with 73% initiated by members)
Duplicate claim submissions, and
Incomplete or incorrect information.
Through funnel and user session analysis, close collaboration with operations, and a user-centered design approach, we reimagined critical flows to create a clearer, more intuitive, and more efficient experience — reinforcing Pier’s position as a leader in digital-first, customer-centric insurance.
Challenges
Even though the claims journey is one of the most important parts of the insurance experience, it was causing a lot of friction for our members and internal teams. Many users were canceling their claims mid-process, opening duplicate requests, or submitting incorrect information. This led to extra work for the support and operations teams, and frustration for members who just wanted quick help.
We also noticed inconsistencies across teams and tools that made the process harder to manage and improve. Our challenge was to align everyone involved — support, operations, product, acquisition — and redesign a claims journey that was fast, simple, and easy to understand.
Design Solution
We started by mapping the entire claims journey in several service blueprint workshops with teams from support, ops, product, and acquisition. This gave us a full view of how the process worked behind the scenes and where users were struggling.
We also gathered data from support tickets and internal reports to better understand the most common pain points.
We also removed unnecessary steps and reordered fields to better match how users think — especially in stressful moments like a theft or an accident. Every change was validated though moderated usability testing with actual clients, aiming to help people move through the flow more smoothly, with less doubt and more confidence.
Two layers: core experience, then self-service
Layer 1 — Navigation, filtering, and the new statement
The first focus was making receivables easier to reach and making the statement genuinely useful on mobile.
Improved discoverability: Restructured entry point to surface receivables more clearly within existing navigation — less depth, same mental model.
Rich filtering on mobile: Full filter system covering payment method, sales solution, installment type, card brand, establishment, receiving account, transaction ID, and transaction type — with progressive disclosure to manage complexity.
Multiple statement views: Users switch between detailed, consolidated, and receivables unit (UR) views — matching the right level of detail to the task at hand.
Richer transaction detail: Structured detail screen with tabs: summary, identification, transaction details, transaction lifecycle, and online sale details.
Design system rollout: The entire section rebuilt on the new DS — visually and structurally aligned with the rest of the app.
Layer 2 — Self-service, anticipations, and business overview
The second focus was reducing operational dependency and creating a more strategic view for less experienced business owners.
In-app report export: Users generate and receive filtered reports by email — without any support contact. Custom filters, older periods, and large date ranges all supported.
In-app dispute flow: Users initiate disputes directly in the app — a task that previously required calling or messaging support entirely.
Anticipations subsection: Dedicated area for receivables negotiations, organized by type (internal, external, XPTO) — easy to track and understand.
Business overview dashboard: Simplified management view for less financially experienced users — key indicators in plain language, no financial literacy required.
Outcomes
While the redesigned claims experience is still in development, early feedback from internal teams has been positive. The new flows are clearer, better aligned with user expectations, and easier to support operationally. By involving multiple teams early on and grounding our decisions in data and real member pain points, we're building a claims journey that’s not only more intuitive, but also scalable and efficient.
Once live, we expect to see a drop in support tickets, fewer cancellations and duplicate submissions, and higher satisfaction from members during one of their most critical moments with the product.
Read next
Question about my work?
Carolina Medrado
Menu
Pier Insurtech (App)
Making claims simple: a UX overhaul for a smoother insurance journey
Currently being developed
In development
This case study explores the comprehensive redesign I led of the auto insurance claims submission experience — including Theft, Partial Damage, and 24h Assistance — for our active insurance members. These journeys represent the core interaction users have with our digital insurance product, yet we identified significant friction points:
High cancellation rates (with 73% initiated by members)
Duplicate claim submissions, and
Incomplete or incorrect information.
Through funnel and user session analysis, close collaboration with operations, and a user-centered design approach, we reimagined critical flows to create a clearer, more intuitive, and more efficient experience — reinforcing Pier’s position as a leader in digital-first, customer-centric insurance.
Challenges
Even though the claims journey is one of the most important parts of the insurance experience, it was causing a lot of friction for our members and internal teams. Many users were canceling their claims mid-process, opening duplicate requests, or submitting incorrect information. This led to extra work for the support and operations teams, and frustration for members who just wanted quick help.
We also noticed inconsistencies across teams and tools that made the process harder to manage and improve. Our challenge was to align everyone involved — support, operations, product, acquisition — and redesign a claims journey that was fast, simple, and easy to understand.
Design Solution
We started by mapping the entire claims journey in several service blueprint workshops with teams from support, ops, product, and acquisition. This gave us a full view of how the process worked behind the scenes and where users were struggling.
We also gathered data from support tickets and internal reports to better understand the most common pain points.
We also removed unnecessary steps and reordered fields to better match how users think — especially in stressful moments like a theft or an accident. Every change was validated though moderated usability testing with actual clients, aiming to help people move through the flow more smoothly, with less doubt and more confidence.
Two layers: core experience, then self-service
Layer 1 — Navigation, filtering, and the new statement
The first focus was making receivables easier to reach and making the statement genuinely useful on mobile.
Improved discoverability: Restructured entry point to surface receivables more clearly within existing navigation — less depth, same mental model.
Rich filtering on mobile: Full filter system covering payment method, sales solution, installment type, card brand, establishment, receiving account, transaction ID, and transaction type — with progressive disclosure to manage complexity.
Multiple statement views: Users switch between detailed, consolidated, and receivables unit (UR) views — matching the right level of detail to the task at hand.
Richer transaction detail: Structured detail screen with tabs: summary, identification, transaction details, transaction lifecycle, and online sale details.
Design system rollout: The entire section rebuilt on the new DS — visually and structurally aligned with the rest of the app.
Layer 2 — Self-service, anticipations, and business overview
The second focus was reducing operational dependency and creating a more strategic view for less experienced business owners.
In-app report export: Users generate and receive filtered reports by email — without any support contact. Custom filters, older periods, and large date ranges all supported.
In-app dispute flow: Users initiate disputes directly in the app — a task that previously required calling or messaging support entirely.
Anticipations subsection: Dedicated area for receivables negotiations, organized by type (internal, external, XPTO) — easy to track and understand.
Business overview dashboard: Simplified management view for less financially experienced users — key indicators in plain language, no financial literacy required.
Outcomes
While the redesigned claims experience is still in development, early feedback from internal teams has been positive. The new flows are clearer, better aligned with user expectations, and easier to support operationally. By involving multiple teams early on and grounding our decisions in data and real member pain points, we're building a claims journey that’s not only more intuitive, but also scalable and efficient.
Once live, we expect to see a drop in support tickets, fewer cancellations and duplicate submissions, and higher satisfaction from members during one of their most critical moments with the product.