OVERVIEW
William Russell provides health insurance for expats living abroad. As a UI/UX contractor, I designed their first mobile app — focused on making the claims and pre-authorisation process simple, clear, and fast.
THE PROBLEM
Processing an insurance claim is stressful — especially when you're abroad and navigating an unfamiliar healthcare system. The existing process was complex, with too many steps and unclear guidance. The app needed to turn this into something a user could complete confidently in minutes.
RESEARCH
Conducted user research with the expat user base to understand needs, pain points, and expectations when processing a claim
Analysed the existing claims workflow to identify friction points and drop-off moments
Used findings to inform a simplified, step-by-step digital journey
PROCESS
Redesigned the claims and pre-authorisation flow into an intuitive multi-step journey
Developed the visual style and colour system aligned with William Russell's brand
Designed custom iconography for consistency across the app
Built a reusable design system — standardised components, typography, and spacing rules for efficient handoff to development
Iterated through user testing to reduce friction and improve clarity at each step
OUTCOME
Delivered William Russell's first mobile app — a streamlined claims experience that guided expat users through the process in a clear, uncomplicated way. The reusable design system enabled the development team to scale the product with new features while maintaining consistency.