One workspace for the Florida Blue claims team
Florida Blue's internal Enterprise Claims team processed insurance claims for individual members — but doing it meant keeping several separate windows open just to gather the data for a single claim. I designed and built a unified application that pulled provider data, contract details, pricing, and benefit narratives into one place.
- Role
- UX/UI Engineer
- Client
- Florida Blue
- Users
- Internal Enterprise Claims team
- Focus
- Design + front-end build
Working one claim meant working across many windows
To adjudicate a single claim, a processor had to pull information from several disconnected legacy screens at once — provider records here, contract terms there, pricing rules and benefit narratives somewhere else. Every claim became an exercise in window-juggling and manual cross-referencing, which slowed the team down and left room for error in high-stakes, high-volume work.
Consolidate the workflow, not just the screens
Rather than restyling the old screens, I combined the processors' most-used data into one application, organized around how they actually work a claim. The goal was to cut context-switching to near zero: everything needed to verify a provider, read a contract, and apply the right benefit narrative, available without leaving the app.
Tame the density
Grouped dense records into collapsible sections — Information, Specialty, Contract Details, Pricing Details — with filter chips, so processors see the whole picture but can drill into just what a claim needs.
Design for real interaction
Small decisions mattered at this density. The scrolling data table opens on click rather than hover, so it stays in place and stays scrollable — a hover panel would vanish the moment the cursor moved.
Provider Lookup
A single view of everything about a provider — identifiers, specialty, semi-private room info, custom networks and addresses on the left; contract terms, timely-filing limits, vendor details, and full pricing determinants on the right. What used to be several screens is one scannable workspace.
Narrative Mapping Editor
Benefit narratives explain how a service is covered. This editor lets the team map narratives to categories and services, set in-network / out-of-network suppression rules, and manage mapped narratives in a clear multi-column layout — replacing an opaque, manual process with something visual and reviewable.
A shared component & state system
To keep a large application consistent, I built the reusable pieces behind it: status toasts (narrative created, updated, mapped), modal and detail-panel templates, financial and adjustment-code tables, and row-level action menus (view, review, edit, release, delete, copy). Consistent patterns meant faster builds and a predictable experience for the team.
From many windows to one
- Replaced a multi-window workaround with a single application built around the claims team's real workflow.
- Removed the constant context-switching between legacy screens that slowed processing and invited errors.
- Established a shared component and state system that kept the growing platform consistent and faster to build on.
Delivered as a contractor to Florida Blue's internal Enterprise Claims team; performance metrics remained internal to the client.