Case study
Harbor Claims
Turning a 14-step insurance claim into a guided five-minute flow on mobile.
Client
Harbor Mutual
Role
Lead Product Designer
Duration
7 months
Year
2025
The problem
01
Filing a claim was the moment customers trusted Harbor the least. The existing flow asked for 14 screens of policy details before anyone could describe what had actually happened.
Nearly half of claims started on mobile were abandoned, and the support team spent its week chasing missing documents.
Approach
02
We rebuilt the journey around the incident instead of the policy. Customers start by telling us what happened, and the app pulls policy data in the background.
I ran weekly sessions with adjusters and claimants, prototyped three flow models, and shipped the winning one behind a feature flag to 10% of users first.
Outcome
03
The new flow launched to all customers in March. Document requests dropped because the app now asks for photos at the moment they matter, with clear examples.
The pattern became the template for Harbor’s home and travel claims.
Results
04
-62%
Drop in abandoned claims
5 min
Median time to file
4.7
App Store rating, up from 3.1
Process
05
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