Enhancing usability and user engagement for a claim compensation tool

EUclaim is a company that helps airline passengers claim compensation for flight disruptions, such as delays, cancellations, or overbookings. They offer a tool that simplifies the process for travelers to claim compensation. However, the current claims tool is facing significant usability challenges. Many users start the claim process but fail to complete it due to confusion and frustration with the platform. This drop-off rate indicates that the tool is not as intuitive and efficient as it needs to be.

The problem

The current claims process is overly complex and unclear, causing users to become frustrated and abandon their claims before completion.

Goal

To simplify the claims tool, enhance usability, and boost user engagement by reducing friction, clarifying instructions, and making the process more intuitive, ultimately encouraging users to finish their claims.

Scope and approach

We conducted a thorough evaluation of the claims flow, identifying pain points and drop-off areas. Using user feedback, we streamlined the process, improved clarity, and reduced cognitive load while ensuring legal compliance.

Outcome

The redesign led to a smoother, more intuitive claims process, resulting in increased user engagement and a lower abandonment rate. The tool became easier to navigate, maintaining both functionality and user satisfaction.