SHarp sharK award
SHarp sharK award
Revamping Claims
for Bajaj Health
Revamping Claims
for Bajaj Health
Overview
I led the redesign of Bajaj Finserv Health’s claims journey — used by over 1 lakh users each month. The goal was to make claim filing easy, intuitive, and error-free, without disrupting backend operations.
I owned the UX end-to-end, working closely with product, data, and engineering, and aligned directly with the Chief Business Officer.
Category
Category
Finance, HealthTech, Insurance
Team
Team
1 Product Designer + 2 PMs + Engineering Squad + Ops + Medical Review
My Role
My Role
End-to-End UX, Research, Experience Strategy, System Thinking, Prototyping, Testing, Design Ops
Year
Year
2023–24
Goal
Make claim filing easy, accurate, and fast for everyone. Improve first-time success, cut support calls, and reduce backend effort. I led the design through clear product direction and tested it with real users.
Make claim filing easy, accurate, and fast for everyone. Improve first-time success, cut support calls, and reduce backend effort.
Challenge
With 1 lakh claims a month, any design change could drive major impact — good or bad. The journey was scattered, error-prone, and unclear for users. We had to simplify it without disrupting operations.
Outcome
The redesigned experience delivered measurable improvements within 3 months of launch.
Deficiency rate dropped from 60% to 20% — a 40% reduction
First-time-right success rate increased from 40% to 88%
Customer queries and claim rejections decreased significantly
Users could file multiple claims under one illness without re-uploading documents
64% increase in the claims landing-to-success funnel completion
Overview
I led the redesign of Bajaj Finserv Health’s claims journey — used by over 1 lakh users each month. The goal was to make claim filing easy, intuitive, and error-free, without disrupting backend operations.
I owned the UX end-to-end, working closely with product, data, and engineering, and aligned directly with the Chief Business Officer.
Category
Finance, HealthTech, Insurance
Team
1 Product Designer + 2 PMs + Engineering Squad + Ops + Medical Review
My Role
End-to-End UX, Research, Experience Strategy, System Thinking, Prototyping, Testing, Design Ops
Year
2023–24
Goal
Make claim filing easy, accurate, and fast for everyone. Improve first-time success, cut support calls, and reduce backend effort. I led the design through clear product direction and tested it with real users.
Challenge
With 1 lakh claims a month, any design change could drive major impact — good or bad. The journey was scattered, error-prone, and unclear for users. We had to simplify it without disrupting operations.
Outcome
The redesigned experience delivered measurable improvements within 3 months of launch.
Deficiency rate dropped from 60% to 20% — a 40% reduction
First-time-right success rate increased from 40% to 88%
Customer queries and claim rejections decreased significantly
Users could file multiple claims under one illness without re-uploading documents
64% increase in the claims landing-to-success funnel completion