Alight’s claim submission experience relied on a lengthy, manual, five-step process that created delays, confusion, and high customer service call volumes. Every claim required human review, leading to slow turnaround times and inconsistent experiences.
With the introduction of an AI‑powered Intelligent Document Processing (IDP) system, we redesigned the submission flow so users could upload receipts and receive near‑real‑time eligibility feedback powered by AI/ML and Generative AI
Project Goals:
Streamline the submission process
Integrate AI automation into a clear, intuitive UX
Support 13+ outcome scenarios
Reduce friction and uncertainty
Improve clarity around eligibility and next steps
Reduce manual review and call volume
about project
Role: Lead Product Designer
Team: Product Designer, Content Strategy, PM, Engineering
Platforms: Mobile‑Responsive Web + Desktop
The Old Legacy Experience
5‑step, manual, slow process
Users waited days for decisions
Confusing terminology around eligibility
High dependency on claim processors
High customer service call volume
Limited transparency into why claims were approved, declined, or partially approved