Uber
Uber
Background
Uber partnered with an insurance broker to offer vehicle interruption cover, protecting drivers from income loss when their car is out of service. I designed a seamless digital claims portal for this coverage, working within the broker’s design system and collaborating closely with product, tech, and insurance teams to align UX, tech, and compliance.
Core problem
The challenge was to design a digital claims experience from scratch, avoiding the complexity of traditional insurance flows. We aimed for a clear, mobile-first journey that reduced user effort while capturing all necessary data for efficient processing.
Results and Impact
By designing the claims experience for Uber’s vehicle interruption cover from the ground up, we launched a streamlined, mobile-first journey tailored to drivers' real-world needs—reducing effort, clarifying each step, and ensuring fast, confident submissions.
🚀 83% First-Time Completion Rate – Based on early usage data, the majority of users were able to successfully complete their claim on the first attempt without needing additional support.
🔐 91% OTP Login Success – Authentication success rates confirmed that the streamlined login flow with one-time passwords worked smoothly across devices.
📋 85% Positive Feedback in Post-Flow Surveys – Drivers rated the experience as simple, intuitive, and easy to follow, confirming the effectiveness of the guided flow and mobile-first design.
My User-Centered Approach
We started by conducting in-depth user research to uncover the main pain points drivers experienced when filing a claim for vehicle interruption cover. This revealed two major issues:
Login friction – Drivers often struggled with authentication, especially via OTP.
Information overload – Carriers typically required excessive data up front, leading to user confusion and drop-offs.
With these insights, I set out to design a claims portal that was simple, intuitive, and mobile-friendly. My goals were to minimize effort, reduce cognitive load, and maintain consistency within the broker’s design system.
Design highlights:
Used the broker’s design system as a base, carefully expanding it to support new claim-specific components while keeping the visual language cohesive.
Prioritized mobile-first design, recognizing that most drivers would complete the process on their phones.
Built a clear, linear step-by-step flow, supported by:
Progress indicators to give users a sense of orientation
Contextual help like microcopy, tooltips, and smart defaults to guide decision-making without overwhelming the interface
Collaboration and iteration:
Worked closely with:
Product managers and developers
Insurance stakeholders (broker and carrier side)
Iterated quickly based on usability testing feedback:
Focused on reducing average completion time
Optimized the login process and number of fields to fill