PROJECT OVERVIEW

Challenge

CAA engaged us to design a new EFT (Electronic Funds Transfer) portal from the ground up, enabling policyholders and non-policyholders to collect claims payouts. The portal needed to serve both CAA and Echelon, each with their own branding and style guidelines.

Objectives

Design a fully functional portal for registration, account setup, claims viewing, and payment tracking
Create distinct but consistent user experiences for both brands
Align designs with stakeholder requirements and user needs

Project Scope

Responsive design of a non-existent, end-to-end EFT portal.

Tools

Figma

Role

UX Designer (Researcher, Visual Design)

Team

UX Principal (oversight)

2 UX Designers (interviews, wireframes, research)

Duration

3 Weeks

RESEARCH

Approach

We worked closely with stakeholders from both CAA and Echelon to validate a requirement set they initially provided. Through interviews and discussions, we gathered additional insights and reconciled discrepancies between what we heard and what was documented.

Key Deliverables

A consolidated requirement document mapping stakeholder input against original requirements
Clarified design needs for each part of the portal:
Registration
Landing Page (with Claims summary)
Bank Account Setup
Payment History
Specific Claim Page (new insight that emerged during research)

User Personas Considered

Individuals: Insured Claimants, Third-Party Claimants
Businesses: Named Insured Business, Third-Party Business
Others: Service Providers, Preferred Vendors

Outcomes

Our findings helped the client realign and simplify the experience so CAA and Echelon could share a unified design framework while maintaining unique branding. Identified the need for a dedicated Claims Detail Page showing payment history and associated bank details

DESIGN

Core Design Focus

6 primary user flows across all portal functions
Additional high-priority views based on dev team needs
Responsive design for desktop, mobile, and tablet
Full error and success states for each major flow

Design Deliverables

47 primary screens
210 total variations including alternate states
85 additional screens for mobile/tablet and error/success states
Adapted and extended existing component libraries
Created new components to align with Echelon’s distinct brand style

REFLECTION

What Went Well

Refined wireframing and component-building skills
Practiced best practices in organizing scalable Figma files and managing complex UI variations
Maintained design quality under a tight 3-week timeline

What Could Be Improved

Requirement alignment took longer than expected
Client-side expectation-setting and requirement clarity could have been stronger upfront