Project 06 of 10

International Growth Fund claims with AI-Powered Efficiency

Client: NZTE

Role: UX & UI Design

Year: 2021

While contracting at NZTE, I streamlined the International Growth Fund (IGF) claims process, which provides 50:50 co-funding for NZTE Focus customers to accelerate their international growth. I conducted user research with the entire IGF team, including the head of claims, ran requirement workshops, and presented final designs based on my findings to key stakeholders.

The challenge

The existing claims system involved separate platforms for customer claim submissions and advisor reviews, both requiring extensive manual processing. To meet the goal of reducing the IGF team size while increasing customer funding, our focus was on automating as much of the claim process as possible.

Understanding the existing platform

To thoroughly grasp the pain points experienced by the advisory team with the current platform, I conducted a comprehensive series of user interviews with the IGF team to fully understand the claims process. I then designed the existing journey in their existing platform, requiring over 180 screens to document the existing internal claims process.

Solution

The previous claims system utilised separate platforms for customer submissions and advisor reviews, necessitating manual processing. Our objective of optimising the IGF team's efficiency while enhancing customer funding led us to prioritise automation within the claim process. Through comprehensive restructuring in collaboration with the IGF team, we streamlined operations, minimising correspondence and feedback cycles.

Centralised Funding Dashboard

We consolidated all available funds for customers into a single dashboard, providing them with a clear view of their available funds and their progress within the funding cycle.

Easily create claims from your dashboard

With the new centralised dashboard, customers could now easily select which fund they were claiming against when creating a new claim.

Bulk uploads made easy

We introduced the capability for customers to use our IGF co-funding CSV template to upload expenditure CSV files directly to their claim, greatly improving the customer claim experience and minimising manual errors.

Efficient Claim Handling with AI Integration

Before customers submitted their claim to the IGF team, we used an AI claims model to test customer claims for errors and missing information. This allowed for customers to rectify any issues before submitting the claim formally tot he IGF team and potentially reducing feedback rounds. This streamlined process aimed to boost the IGF advisory teams efficiency, freeing up time for more complex tasks.

Unified claim review process

After addressing AI feedback from the claims model, customers could submit their claims for review. We implemented an internal growth fund advisor view of the dashboard, ensuring both customers and the IGF team had identical claim perspectives.

Visibility of capacity for the IGF team

As part of the review process, larger or more complex claims required a peer review. Advisors could nominate peers directly within the platform, while workload indicators ensured peer reviews were distributed evenly among team members.

Enhanced claim visibility for customers

For the first time, customers had visibility into the status of their current claims and could independently access historical claims directly from their dashboard.

Results

01

Consolidated claims platform needed for new process

06

Design playbacks with the whole IGF team and stakeholders

626

Pages designed across two different platforms

00

Platforms delivered. Unfortunately, this was never publicly launched