Designed a healthcare insurance claims platform to simplify the claims journey and create clear, user-friendly workflows.

This is a web-based, AI-driven platform for handling insurance claims.

Traditionally, handling prescription-based claims involve 

manual reviews, fragmented communication, and long turnaround times

, making the process slow and error-prone for both members and internal teams. 

, allowing members to get covered effortlessly, without physical paperwork or navigating multiple points of contact. 

The ultimate goal is for members to use the platform and complete their coverage in just a few minutes

, without needing to contact customer service.

Here is the flow that illustrates happy path, where AI categorises the claim as Green and sends the payment link.

I worked on designing multiple modules across both manager-facing and agent-facing experiences, collaborating closely with a small team that included a senior designer, another designer, and a product manager. 

My deepest ownership was on the manager-facing experience, where I was involved from defining workflows to designing key operational modules.

My day-to-day work involved regular calls with clients and stakeholders where I presented designs, gathered feedback, and understood evolving requirements.

I was part of shaping the manager-facing experience end to end, with the goal of helping managers monitor, control, and optimize claim processing and agent workforce management in real time.

Health insurance claims managers were struggling to keep track of agent availability, workload distribution, and where claims were getting stuck. It became difficult to balance workloads effectively, which often resulted in claims sitting unprocessed and a drop in overall efficiency.

Managers needed a centralized system that would help them stay on top of agent activity, assign work more intelligently, and respond quickly to issues before they turned into bottlenecks.

To better understand the problem and what managers were trying to achieve, we connected directly with our users in this case, our clients, since this was an internal tool used by their managers. We conducted calls and interviews to understand their goals, daily challenges, and the constraints we needed to design within.

Based on these conversations, we defined JTBDs and HMWs, which were later grouped into themes and translated into clear goals:

From these goals, we identified the core functions needed to support managers and began ideating solutions around them:

We mapped a high-level manager process flow covering how managers monitor claims, manage agent availability, and intervene when issues arise, which helped us understand the overall system architecture before designing individual modules.

This module was designed to help managers view, manage, and update policy and member information without jumping across systems. The goal was to give managers 

, reduce dependency on agents for basic checks, and support faster decision-making.

To understand existing gaps, we connected closely with our clients and reviewed their current solution. During these sessions, we noted where workflows felt slow, confusing, or error-prone.

We translated these pain points into clear 

, and then mapped them to module-level goals. This helped us stay focused on improving speed, clarity, and accuracy.

We created high-fidelity wireframes and explored multiple solution directions for the key flows. After internal reviews and client feedback, we narrowed these down to 

 that best aligned with the module goals.

Below are the major screens from these explorations, highlighting the 

 we evaluated before arriving at the final solution.

The final solution combined the strongest elements from the explored options. It focused on reducing cognitive load, improving information hierarchy, and making the overall flow faster and more intuitive for managers.

The Shift Management module was designed to help managers plan, assign, and update agent shifts with minimal effort, while giving the system enough structure to track availability and workload accurately.

When we began working on shift management, clients initially wanted a system that could 

automatically rotate agents across different shift types

 (rota, fixed shifts, etc.). At the time, this process was being managed manually using Excel sheets on a weekly or bi-weekly basis.

We started by understanding their current workflow in detail and documenting how shift rotations were actually planned and executed.

As we explored automation further, a critical constraint became clear:

Because of this, fully automating rotation would introduce more complexity than value.

This led to a shift in direction — instead of replacing planning decisions, the system should 

We explored multiple calendar-based approaches to understand how managers could interact with shifts intuitively. Each option tested different ways of creating, editing, and assigning shifts to agents.

 and evaluated them with clients based on usability, clarity, and effort required to complete common tasks.

Simplifying Complex Insurance Claims Operations with AI

My name, Ahladita, means happiness — and I believe I carry that energy with me. I’m naturally friendly, a little witty, and someone people often describe as a comfort character. Design is a big part of my life, but so are good conversations, music, art, and a bit of healthy competition. When I’m not designing, you’ll find me painting, listening to music, playing chess, swimming, or playing racket sports which are my ways of slowing down and recharging. I Also love attending design events, meeting new people, and having thoughtful conversations, the kind that leave you feeling inspired :)

Worked on an AI-driven healthcare app, designing user flows, wireframes, and high-fidelity screens. Focused on simplifying complex workflows, ensuring usability, accessibility, and compliance while collaborating with cross-functional teams.

Led end-to-end design of a B2B SaaS CRM as the sole designer. Created user flows, wireframes, and high-fidelity designs, collaborated with stakeholders and developers, and built a scalable, user-centric product with consistent design systems.

Designed a healthcare CRM platform to make appointment management, records, and workflows simpler and more intuitive.

 for managing day-to-day business operations. While the long-term vision was to make it adaptable for different types of businesses, the initial focus was 

, since our early clients were from the healthcare space.

Most small clinics were either managing operations 

 or struggling with existing CRMs like Salesforce, which were:

, especially for users who were accustomed to offline systems and long-established workflows, while also 

building a scalable, customizable platform that could support multiple clients

, diverse business needs, and future expansion beyond healthcare.

Access within the product was role-based, meaning each user type interacted only with what was relevant to their responsibilities, keeping the experience focused and uncluttered.

 on this project, closely collaborating with the product manager, stakeholders, and developers. My work involved understanding requirements through stakeholder discussions, shaping the product structure, designing key flows and screens, and supporting the team through reviews, iterations, and development.

Since this was an early-stage product, my starting point was 

 with founders and the project manager. These discussions helped me understand the users, business goals, constraints, and why existing CRMs were not working for clinics.

Using these inputs, I focused on understanding real-world clinic workflows and mapping the core tasks the product needed to support

After the initial stakeholder discussions, my next focus was to bring 

clarity to what the product actually needed to do on a day-to-day basis

So, I narrowed down the core tasks and workflows the system had to support.

information architecture and major user flows

Before moving to high-fidelity designs, I explored low-fidelity wireframes to validate the overall structure, key flows, and screen hierarchy.

Given the early-stage nature of the product and tight timelines, the focus was to move fast 

without compromising consistency or usability

. Instead of creating a design system from scratch, I worked on setting up a 

 that could support rapid execution and future growth.

we evaluated multiple design system options before finalising one. After discussions with the PM and developers, we chose 

 as the base design system. It offered a good balance between speed and scalability, was cost-effective from a business standpoint, aligned well with the development team’s workflow.

, which later evolved into the company’s broader design identity.

I chose the Rubik font for its clean, modern look and good readability. It works well across different screen sizes and helped maintain a clear, comfortable reading experience throughout the product.

I chose teal because it works really well for a healthtech product like this CRM, it feels calm, trustworthy, and fresh, which is important in healthcare interfaces. Paired with dark grey, it helped keep the UI clean, professional, and easy to scan, while still feeling modern and balanced.

I customized the design system to match the product’s visual direction and usability needs

 by refining button styles, defining a custom color theme, standardizing typography with Rubik, and creating required local components, ensuring consistency while staying aligned with Material UI’s structure.

Here are the key design solutions that shaped the product experience.

The onboarding experience was designed to make account setup simple for clinics that were new to CRM tools. The goal was to help users get started quickly without feeling overwhelmed by configuration steps.

This balanced business scalability with human support, making onboarding less intimidating for first-time CRM users.

Since this was a healthcare product, clients were very particular about the terminology they used. Different clinics preferred different labels for the same workflows, and small naming changes came up very often. We didn’t want such simple updates to depend on backend changes, as that would slow things down and make onboarding more complicated.

To solve this, I designed a editable menu system that lets users rename modules based on their own business language. Once a label is updated, it reflects everywhere across the product, making the experience feel more familiar, clear, and easy to use.

This made the product highly adaptable for multiple clients, reduced dependency on developers, and supported the broader business goal of building a scalable, multi-tenant CRM.

The calendar view was designed to help reception and admin teams quickly understand doctor availability and schedule appointments without friction. Users can switch between a 

 to see all doctors’ schedules at once and an 

To make booking faster, appointments can be created directly from the calendar. Users can simply click on an available slot in a doctor’s schedule to create an appointment, which automatically pre-fills the doctor and date reducing steps and making the flow more intuitive.

This approach made scheduling faster, reduced manual effort, and helped teams manage appointments more confidently during busy clinic hours.

The dashboard was designed to give clinic owners and admins a quick snapshot of overall clinic performance, including total appointments, treatment-wise insights, and Appointment statistics. This view brings everything together in one place, helping decision-makers quickly track performance, spot trends, and stay in control of day-to-day operations.

This helped clinics monitor performance at a glance, identify trends early, and make faster operational decisions without relying on manual reporting.

Earlier, doctors and patients used to physically mark skin concerns on printed face charts during consultations. This process was time-consuming, hard to store, and difficult to track across follow-ups. To digitize this workflow, we designed the Face Issue Mapper, allowing doctors to visually mark problem areas directly on a digital face model, add notes, and track progress over time.

Reduced manual effort, improved accuracy, and enabled seamless tracking of skin conditions across multiple visits.

Every patient and doctor in the system has a detailed profile page that brings together all their information in one structured view. This includes basic details, treatment history, appointments and other related details. A side panel shows recent activity and quick notes, while the jump-to navigation helps doctors quickly access specific sections like treatments, history, or related records.

Turning Manual Clinic Operations into a Scalable CRM

Ahladita was reporting to me at Koru UX Design. She has experience working on SaaS applications and responsive websites from her previous roles. She’s familiar with how these kind of products functions and can handle technical details very well. She would keep things focused and practical. She will be a good addition to any of the team.

Manoj Nakum

Ahladita's (Ella) work has been outstanding. She has been a key player and lead the design for our web design and products. Her work reflects creativity and intuitiveness. She does not cut corners and is always seeking to raise the bar and never settles for anything short of quality. She is also a great mentor and helps groom members of her team

Joel Fernandez

I had the opportunity to briefly collaborate with Ahladita, a skilled UI/UX designer who combines creativity with a user-focused approach. Her expertise in prototyping enables her to craft meaningful solutions that simplify complex interactions. She is not only talented but also a delight to work with.

Pallavi Bora

Ahladita's creativity and attention to detail have transformed our online presence, making it more engaging and user-friendly. Her ability to understand and translate our brand's vision into a visually stunning and functional website is commendable. She met our expectations and exceeded them.

I highly recommend Ahladita to anyone seeking a talented and dedicated professional who can bring their vision to life. She is a true star in her field, and I am confident that she will continue to make a significant impact in all her endeavors.

Mohan Kumar Yevvari

I highly recommend Ahladita Tiwary for her outstanding work in UI/UX design for Javeo-travel's solution and marketplace. Her attention to detail, creativity, and user-centric approach have significantly enhanced the overall user experience and visual appeal of our platform.

Simplifying Complex Insurance Claims Operations with AI

Ahladita Tiwari