GoSure – Claims Management System

The existing claims process was manual and fragmented, particularly when multiple agents were involved in a single case. Information was scattered across systems, making it difficult to track progress or provide accurate updates.

The business needed a centralised solution that would reduce errors, save time, and improve transparency across teams, while remaining usable for both experienced agents and new starters.

I was responsible for shaping the UX and UI of the dashboard, working from early wireframes through to high-fidelity design. I collaborated closely with other designers and stakeholders through workshops and ideation sessions to explore how the system could better support agent workflows.

My focus was on structuring complex operational processes into a clear, intuitive interface aligned with the GoSure design system.

The result was an agent-focused dashboard that consolidated essential claim data into a single, structured interface.

Rather than redesigning isolated screens, I focused on improving process visibility and task clarity. The dashboard provided:

• clearer task ownership across multiple agents
• improved visibility of claim stages and status
• structured layouts that reduced cognitive load
• responsive patterns to support desktop and mobile use
• full alignment with the GoSure design system for consistency

The system acted as a single source of truth, helping agents manage cases more efficiently while maintaining a coherent experience across devices.

This project demonstrated how thoughtful structure can improve operational workflows. By reducing fragmentation and clarifying responsibilities, the dashboard helped streamline internal processes and support smoother onboarding for new agents.

It reinforced the importance of designing internal tools with the same care as customer-facing products, especially when they directly impact service quality and team efficiency.