Start
Report what happened and share the essentials.
USAA · Claims Storefront
Helping members know what to do after a loss
I reorganized the claims storefront around the questions members ask in stressful moments: where to begin, what they need, and what happens next.
Explore the challengeIndependent portfolio reconstruction based on publicly available experience patterns.
Claims journey
- 01
- 02
Understand
See what happens next, what is needed, and why.
- 03
Act
Complete the next task and stay informed.
- 04
Resolve
Track progress through review and resolution.
Progress you can track
The opportunity
After a loss, members need a clear answer to one question: “What happens next?”
A claims storefront has to do more than send people to the right page. It must help someone who may be overwhelmed recognize their situation, understand their options, and take the next step.
For this portfolio reconstruction, I examined how the public experience could move from a collection of insurance destinations to a guided path based on what members need to do.
The work focuses on content structure, findability, progressive disclosure, and the handoff from general claims support into specific tasks.
01
Challenge
Members arrived with different needs—and very little patience for insurance language.
The member moment
“I don’t need to understand insurance. I need to understand what to do right now.”
Claims begin in moments of disruption. The interface has to lower cognitive load before it can ask someone to make a choice.
Different starting points
Members may need to report damage, check an existing claim, get roadside help, or understand coverage.
Uneven familiarity
Insurance terminology competes with the language people naturally use to describe what happened.
High emotional load
Urgency and uncertainty make dense navigation, duplicate choices, and unclear handoffs more costly.
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Public experience inventory
The storefront has to connect tasks, claim types, and support.
Content groupings reconstructed from publicly available USAA claims pages and search descriptions.
Member intent
Report a new claimCheck claim statusGet urgent helpLearn what to expectClaim or need
AutoHomeownersRentersThird-party autoRoadsideWindshieldDestination
My Claims CenterGuided reportingProcess guidanceFAQs and videosContact support02
Information architecture
Organize the experience around what members need to decide next.
Destination-first
Auto claimsProperty claimsRoadsideFAQsVideosContact
Members interpret categories and page labels before they can identify the right next action.
Intent-first
What do you need to do?
StartTrackGet help
Then reveal the relevant claim type and guidanceStart with a recognizable goal, then progressively reveal the detail required to complete it.
The experience in context
From a claims directory to a clearer starting point.
The redesign reduced the burden of interpreting navigation, brought the two most important actions forward, and used recognizable situations to help members find relevant support.
Category-heavy entry pointMembers faced multiple navigation paths and had to translate their situation into insurance terminology.
Call to Action–Led Claims StorefrontMembers can quickly find the next step that fits their situation, with clear calls to action, reassuring context, and easy-to-scan support options.
Design rule
Every choice should answer one question and create one unmistakable next step.
03
Wireframe system
A storefront that adapts as intent becomes clearer.
How can we help?
Start a claimTrack a claim
What happened?
VehicleHomeBelongingsSomething else
Before you begin
Basic details
Photos, if available
About 15 minutes
The sequence narrows the decision space gradually: orient first, clarify the event, then set expectations before the handoff.
04
Experience principles
Clarity comes from setting the right expectations at every step.
Lead with intent
Use the language of member goals before introducing claim categories or product terminology.
I need to…Start a claimCheck my claim
Set expectations early
Explain what is needed, how long a task may take, and what will happen after submission.
◷About 15 minutesYou can save and return.
Preserve orientation
Show progress, status, and ownership so members always know where they are and who acts next.
Claim reported
Next: damage review
05 · Reflection
A claims experience should guide members through a stressful moment—not make them decode a directory.
Starting with member intent creates a clearer bridge between a stressful real-world event and the insurance tasks required to resolve it. It also makes the experience easier to scan and easier to extend across claim types.
The next step would be to validate the model with members across new and existing claims, then measure task selection, handoff success, and avoidable support contacts.
What I would validate next
- 01Can members select the right starting action without insurance vocabulary?
- 02Do preparation cues increase confidence before reporting begins?
- 03Does journey language remain useful across auto and property claims?