- A modernized user experience
- Improved usability, efficiency, and productivity through a greater level of process transparency, workflow automation, and AI-driven insight
- Increased agility and adaptability
THE CLIENT
THE BUSINESS OBJECTIVE
THE BUSINESS OUTCOME
EXPECTED BENEFITS
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Immediate UX Improvements
Address user pain points while the legacy system is replaced over time.
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Contextualized Claims
Make research and complex adjustments more productive for claims representatives.
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Reduced Development
& Support Costs
Increase system flexibility to enable agile development of updates and new features.
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New Client Acquisition
& Improved Retention
Meet changing customer needs with faster onboarding, reduced friction, and ease of use.
PROJECT CHALLENGES
During the discovery phase we faced:
- A vast, 4000+ mainframe screen system, making data collection a challenge.
- An accelerated timeline to modernize the UX without impacting the critical claims system.
- The need for an adaptable interface, capable of meeting various business requirements.
PROJECT APPROACH
Leveraging our unique, combined expertise in UX and software architecture, we envisioned:
- A focused technology strategy involving a robust API gateway to simplify data access and enable AI capabilities.
- A user-friendly interface built on top of the legacy claims system, making data collection more accessible on the front end.
- A centralized workspace with flexible interface templates and customizable content comparison capabilities.

THE WORK
UX Research & Vision
- Developed user personas and mapped user needs to core experiences and journeys
- Constructed an integrated, user-centric experience around business, process, and technology needs
- Developed a comprehensive set of solution requisites
- Explored and visualized UX/UI concepts
- Conducted UX-based vendor assessment and selection
Technology Strategy
- Developed logical and technical future state architectures
- Identified opportunities to leverage AI models for claims auto-assignment; OON negotiation; and fraud, waste, and abuse reduction
- Evaluated technology and vendor options; conducted vendor technical review
- Established solution vision, technical architecture, and transition strategy to support the client’s core services, features, and functionality
Transformation Roadmap
- Conceptualized a modern, user-centric experience and reimagined claims workbench and workflows
- Recommended technical architecture, tools, and technology
- Developed UX/UI and legacy “core engine” modernization strategy
- Prioritized and aligned roadmap and execution plan with business goals
- Created team structure, timeline, and cost estimation
Proof of Concept
- UX/UI clickable prototype
- Proof of concept for key business use cases and workflows to prove out capabilities
CONTACT US
Talk to an Expert.
X by 2 merges more than 20 years of healthcare domain experience with cutting edge technology, advanced data analytics and human-centric design to lead you through every step of the product development lifecycle.