2025 Intelligent Insurer Cyber Claims Award Winner 🏆
2023 • At-Bay • Lead Product Designer
Develop At-Bay’s first-ever cybersecurity insurance claims processing platform
Spearheaded the design of At-Bay’s insurance claims processing workspace, partnering with engineering and operations teams to simplify complex claims workflows.
The workspace introduced automated intake, dynamic cyber research logs, integrated note capture, and streamlined invoice and payment handling—elevating efficiency and consistency across the claims process.
-
How might we design a scalable, transparent claims platform that can confidently handle increasing claim volumes? -
Claim adjusters
Claim operations / admin
Claims team supervisor
Cyber researchers -
1. Streamline and automate manual workflows2. Accelerate claims processing timelines to maintain and improve service speed and responsiveness
3. Scale efficiently to manage rising claim volumes without sacrificing accuracy or quality4. Design a fully auditable system that ensures compliance, transparency, and traceability across every claim
5. Enable data-driven decision making through tools that surface actionable insights from claims portfolio
-
Product Manager
Developers
Stakeholders (C-suite and external partners)
Research
At-Bay is a cybersecurity-focused insurance (insursec) startup offering integrated cyber risk protection and insurance to wholesale and retail businesses.
Through in-depth research and interviews with Claims Operations, Adjusters, and Managers, we uncovered critical pain points: fragmented workflows, siloed data, and the absence of a unified system.
This lack of a single source of truth led to prolonged claims processing times and ultimately drove dissatisfaction among Brokers and Insureds.
Personas to create empathy, identify goals and pain points.
User flows were mapped out for the 4 different roles
A combined and connected workflow meant one consolidated information architecture for all role types.
Before
The Claims team faced redundant, manual data entry — first recording claim details in a Google Spreadsheet for daily tracking, then duplicating the same information into a legacy system limited to basic data capture and calculations.
Challenges
Information architecture
Focusing on structuring navigation and content to mirror Claims Adjusters’ workflows while also streamlining and enhancing them for greater clarity and operational efficiency was imperative.
1.
Scalable / auditable
I needed to architect a future-ready platform capable of withstanding audit scrutiny on historical claims, while remaining flexible enough to integrate upcoming productivity and financial tools — ultimately reducing human error and supporting business growth.
2.
Seamless back-end integration
It was essential to design for secure, real-time communication between internal systems to ensure every claim remained within policy limits and financial safeguards, reducing risk of errors and loss.
3.
Select Explorations
I designed a user-centric claims dashboard that seamlessly integrates with At-Bay’s established design system, delivering both intuitive usability and visual consistency across the platform.
After
Solutions
To support scalability, clarity, and seamless backend communication, I designed a modular information architecture paired with real-time, API-driven views to keep claim data synchronized across teams.
By building shared UI components and customizable dashboards, the tool adapts to growing claim volumes and evolving workflows.
Integrated activity logs, collaborative notes, and audit trails improved transparency and handoffs between Claims Adjusters, Underwriters, and other teams — all while reducing manual effort and ensuring the system remains adaptable to evolving business needs.
Launch / Impact
~80% reduction in manual workload for Claims Adjusters
By replacing fragmented, manual workflows with automated processes, the new tool significantly streamlined daily tasks, freeing up adjusters to focus on higher-value work.
1.
Over 90% faster claims intake processing
Intake times were cut from 5-6 minutes to under 30 seconds, enabling adjusters to handle more claims efficiently and driving positive feedback from Brokers and Insureds alike.
2.
Data capture that unlocked cross-team collaboration and competitive differentiation
I laid the groundwork for future user-focused features, advanced automation, and cyber risk analytics - transforming claims operations into a strategic advantage.
The tool’s clean, modern design also earned praise internally and externally, standing out in an industry dominated by outdated systems.
3.
