Overview
Redesigned forms UX and approval workflows for a US insurance provider, rationalising a fragmented landscape of digital and paper-based forms and replacing email-driven approval chains with structured digital workflows. Delivered a full forms audit, UX redesign to reduce abandonment and improve data quality, compliance and audit trail framework, and systems integration eliminating manual data re-entry.
Who This Is For
Insurance providers, financial services firms, healthcare organisations, government agencies, or regulated businesses with 500-20,000+ employees managing high volumes of customer or employee-facing forms and approval workflows. Typically operating a mix of paper-based and legacy digital forms with poor user experience, high abandonment rates, and manual processing steps.
The Challenge
The organisation forms and approval workflows have grown organically over years, producing a fragmented landscape of digital and paper-based forms managed through inconsistent systems. User experience is poor - customers abandon complex forms, submit incorrect information, or call the contact centre for help. Behind the scenes, manual processing creates bottlenecks, compliance risk, and operational cost. A redesign must improve user experience and completion rates while reducing processing cost, improving data quality, and maintaining compliance with audit and approval requirements.
What We Propose
Forms Audit & Rationalisation - Complete inventory of all customer-facing and internal forms with assessment of usage, completion rates, error rates, and processing cost. UX Redesign - Redesigned form experiences that reduce abandonment, improve data quality at point of entry, and guide users through complex information requirements. Workflow Mapping & Redesign - Documentation and redesign of approval workflows eliminating manual steps, defining clear ownership, and building structured digital approval chains. Compliance & Audit Design - Audit trail and compliance controls ensuring all form submissions and approvals are documented, retrievable, and aligned to regulatory requirements. Systems Integration - Integration design connecting form submissions to CRM, case management, or processing systems eliminating manual data re-entry. Measurement & Improvement - Completion rate tracking, error rate monitoring, and workflow performance metrics to support ongoing optimisation.
Why It Matters
Higher completion rates - Forms designed for the user reducing abandonment and improving data quality at submission. Operational efficiency - Manual processing steps eliminated reducing cost, time, and error rates in form handling. Compliance confidence - Audit trails and approval documentation that meet regulatory requirements without manual effort. System integration - Form data that flows directly into downstream systems without re-entry, delay, or transcription errors.
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