Workflow builder & case management

Enabling standardization of cases across a company’s claim assessors — without taking away the flexibility a real case needs.

Role: Product designer — end to end
Industry: Insurance & claims · Regulated
Surface: Web platform, B2B multi-tenant
Scope: Research → definition → UX/UI → specs → QA

The workflow builder canvas for an incident-handling workflow: a start node with five configured triggers feeds a form request, which flows into a decision node whose three rules branch into an alert, a sub-workflow and a close-case step; the alert path continues through a 24-day waiting period before closing the case. A step library sits on the left and a canvas minimap on the right.

Workflow builder canvas — branching & conditional logic
Drop the image at assets/img/workflow-builder-01.png

Context

Where this started

Cases followed a similar structure between them, while needing to stay flexible enough to absorb a change in any given case — all while sticking to regulation: notification periods, follow-ups, timeframes on milestones, delegations and approvals.

On top of that, everything happening inside a case had to be auditable, with a traceable record of who did what and when.

Problem

What needed to be true

Client companies and collaborators needed a way to predefine cases and tasks that a claim handler could follow and stick to, based on regulation and company policy — in a way that was auditable, and that made it easy to prioritise what to do next and what needed their attention.

Case view — tasks, timeline and audit log

Prioritisation dashboard

Challenges

The hard parts

Complex workflow design and setup of elements for non-technical users — branching, conditional logic, forms, emails, tasks and more
A case standard driven by the workflow, but with room for flexibility on outstanding cases
Versioning of workflows, and how a new version affects cases already in flight
Access, view and action permissions for cases and tasks
A notifications model for changes and updates inside a case or task
Event logs for auditing and reporting
Dashboards for prioritising and filtering work

Solution

What we built

A drag-and-drop workflow builder where a company could set up processes for different types of cases: which forms to send, what information to share or request, which person needed to complete a task, when to upload documentation, make a call or send an email.

The builder produced a case that guides its owner through the next right action rather than leaving them to reconstruct the process from memory.

Workflow versioning states
Drop the image at assets/img/workflow-builder-04.png

Results

What changed

Standardized processes that guide the case owner without guessing
A record of every interaction and who was responsible for it, for auditing purposes
Reduced onboarding time for new case owners — the workflow itself teaches them the next action
A centralized case environment relating every action and element to one single source of truth
Less back-and-forth over email and internal messaging, through task assignment and timed follow-up notifications that keep the case within company SLAs

Contact

If you value clear design decisions, someone who builds a system instead of putting out the fire in front of them, who thinks in architecture and how a product scales, and who understands what the product owes the business — then