Unified Platform

Design System

Unified Platform Design System

Screenshot of a digital vehicle claim management interface showing a flowchart for total loss determination involving insurance details, claim status, and related documentation.

Dozens of products all under one design system

With the arrival of a new Chief Product Officer, CCC sought to revitalize their product portfolio and strategy with the breakout developments of AI tools in the insurance space. I and a fellow lead designer created a new unifying desktop design system that brings together multiple teams, new concepts, and existing business verticals into a single platform.

A dashboard displaying work claims data for an insurance or vehicle claims management system, including claim numbers, vehicle details, assigned teams, statuses, dates, and estimated costs.
Screenshot of a task management or work productivity app called OCC with a greeting message for 'Josh' and options like Create Claim, My Work, Start Estimate, and Collaboration. The interface features a search bar at the top, profile and notification icons, and a blue paper plane icon at the bottom right. 
Lead Product Designer // Desktop Design System

Taking Inventory of Existing Products

Medical Litigation

Impact Dynamics and Casualty verticals tackle the medical and injury side of the claims process, including payment negotiations, litigation, and analysis of the accident itself.

Fraud and Risk

The triage workspace takes claims and weighs the risk likelihood that this claim is fraudulent. Things like a claimant’s claim history, and features of the accident document artifacts are analyzed and compared for inconsistencies.

Creating a Repair Estimate

The appraisal experience provides an interface for the user to author an estimate thoroughly, including attaching photos, sourcing replacement parts, and predicting the cost of labor.

The first steps involved collaborating with designers across various portfolios and leveraging my own 7+ years of experience at the company to examine all of the products this design system needs to sustain. The scattered design elements and patterns were documented and compared to look for viable solutions that span across user experiences.

Screenshot of an online car insurance claim webpage showing vehicle injury details, photos, and claim information for a 2022 Mercedes-Benz GLE 350.
Digital interface displaying a triage workspace with referral information, risk factors, and loss details for a vehicle collision claim involving a 2003 Honda Accord.
Screenshot of a car repair parts order form for a 2022 Audi Q7 Quattro RS Premium, showing various parts and their quantities, prices, and labor costs. The total is $2,638.75.

Exploration of Visual Designs & Aesthetic

Different approached to the overall visual language of CCC’s products overall were explored, ranging from more minimalist designs to ones that further leverage color theory and patterns.

Screen display of an automotive insurance claim management system showing claim details and estimated costs for repairs on a 2021 Toyota Camry SE.
A digital claim form for a 2021 Toyota Camry SE in Black Pearl with detailed line items for car part replacements, repairs, and costs.
Screenshot of an online insurance claim dashboard for a 2021 Toyota Camry SE - Black Pearl. The page shows claim details, vehicle parts, and costs, with navigation options on the left and top bars.

Reinventing the Claims Handler Experience

An important aspect of the new design system is a totally reimagined approach to how insurance adjusters handle their claim assignments and navigate their workflows. C-Suite level executives as well as product teams were consulted on brainstorming new UX that can drive change and innovation in the industry.

A screenshot of an insurance claim management software showing a claim for a 2021 white Toyota Highlander with an image of the vehicle. The web page displays claim details, actions, and a claim at a glance section with various stages of the claim process.

Initial ideas started with a basic AI assistant chat functionality coupled with a basic summary and breakdown of the current claim’s progression in the process.

Ideas evolved further into the structuring of AI guidance and how we can use AI consistently across the product. The facts/insight/guidance/action paradigm was fleshed out here.

Screenshot of ClaimCenter software interface showing third-party BI analysis, confidence benchmarks, and action items with options to request police report and capture witness statements.
Screenshot of ClaimCenter software showing a claim management flowchart with nodes for 1st party and 3rd party claimants, involving vehicle assessments, injuries, damages, and various claim-related actions.
A digital claim management interface showing a claim map with various claim details, parties involved, and actions, including claim progress at 67%, and sections for claim facts, basic information, and associated documents.
A dashboard displaying a claim overview for a 2011 Silver Dodge Charger. The dashboard includes sections for claim details, claim information, vehicle, estimate, repair schedule, and attachments. It features a flowchart with nodes related to claim determination, salvage and rental, exposure, and injury analysis. On the right, there are sections with AI guidance, insights, and reports regarding the claim's total loss determination.
Flowchart interface of a decision-making tool with a node palette on the left, a central flow diagram, and controls on the right for managing decision branches and properties.

A new visualization for the status and state-based updates of a claim was created. Instead of using a drawer system to slice up the sections of a claim based on business slices, the claim map contextualizes things based on the parties involved and their exposures a.k.a financial risks that are covered by insurance policy.

The presentation and navigation of the claim map were developed more to increase clarity while still conveying a professional level of craftsmanship.

The claim map was integrated into the platform’s newly designed claim folder template to combine the new design system’s components and navigation structure with this new way of examining a claim.

How an insurance executive configures how AI is leveraged in their workflows was another major part of the design system exploration. The claim map translated into the configuration tool, which shows every decision made in the claims process and offers ways to edit the settings for how involved AI is in the decision.

Leveraging AI to build prototypes

The configuration tool, CCC Studio, was also created with AI tools and was used to convey in much greater detail the concept to internal stakeholders and developers.

The Claim System Map and how it navigates AI generated automation and guidance is featured here. Code produced from this prototype were used for the real demo by developers.

AI tools Figma Make and Claude Code were used to collaborate with the development team on making these concepts a reality. I used AI tools to create higher fidelity prototypes that show more nuanced microinteractions and longer workflows much more quickly; the code produced by AI was handed off to development where they could pull the AI-generated code and get a head start on implementation.

An Ever Evolving Design System

The design system work I am helping lead not only encompasses proposing UIUX changes that touch the face of the company, but also serves as a blueprint for exploring how AI can be incorporated into our product lifecycle.

Screenshot of a vehicle insurance or repair management system showing a white 2021 Toyota Highlander with various tabs and information about the vehicle's condition, history, and rental options. The photo of the vehicle is displayed on the right side of the screen.
A detailed repair estimate for a 2011 Silver Dodge Charger, including costs for parts, labor, and refurbishment, with various reviews and alerts on the right side of the screen.
A screenshot of a claim and accident report for a silver 2011 Dodge Charger, including details such as the claim number, date, location map, and description of the incident involving a highway collision on a rainy day.
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