Healthcare & Fintech
Redesigned the admin and claim approval platform from the ground up, building a new design system and improving UX through research and heuristic evaluation.
What is Zenda
Zenda is a Health saving account product aims to make it offers a number of features that are designed to make it easier for users to save money on their healthcare expenses.
Scope of Work
Defined the design system for the admin portal and insurance claim approval platform, collaborating closely with product and engineering teams to deliver final designs. Conducted extensive user research and a heuristic evaluation to identify UX gaps, leading to a complete end-to-end redesign of the platform for improved usability and efficiency.
Feature: Expense Review System
Expense Review System that helps insurers evaluate, verify, and approve claim-related expenses submitted by hospitals, policyholders, or service providers. It ensures that every claimed expense such as hospital bills, treatments, or reimbursements is accurate, valid, and within policy limits before payment is approved.
I began by developing a deep understanding of the users, business, and their interaction points focusing on how Zenda fits into their daily financial and operational workflows. Once I gained clarity on the product, service, and user needs, I conducted a heuristic evaluation of the existing admin portal to identify UX gaps and usability issues.
Once I had a solid grasp of the product, service, and user needs, I conducted a heuristic evaluation of the existing admin portal. The goal was to identify friction points, UX inconsistencies, and usability issues that were affecting the overall experience. This exercise revealed several opportunities to streamline navigation, improve information hierarchy, and make the interface more intuitive for frequent users. With these insights, I moved into the user flow design phase mapping out both existing and new features to ensure a seamless end-to-end experience. Each flow was refined to simplify key actions and reduce decision fatigue for users managing complex financial tasks.
I then created and presented multiple layout options to stakeholders, each focused on different approaches to scalability and clarity. Through feedback sessions and collaborative reviews, we identified the most effective direction.
Design System
Alongside this, I developed a design system for the admin portal that aligned with Zenda’s visual design language, ensuring consistency across all modules.
Final Design
The final UI evolved through multiple iterations, each informed by user feedback and stakeholder input resulting in a cleaner, more coherent, and user-friendly admin experience that better supports Zenda’s mission of simplifying financial management in education.
Challenges
One of the biggest challenges in this project was that we were heavily reliant on the Director’s feedback, as he was one of the few administrators actively using the product. His input was critical to validate our design decisions and ensure the new flow aligned with real operational needs. However, getting time with him was often difficult, which led to delays and occasional blockers during key stages of the design process. Balancing progress while waiting for crucial stakeholder feedback became a consistent challenge throughout the project.
Impact
The redesign received highly positive feedback the Director personally reached out to appreciate the new experience, noting how the updated interface made claim processing over 10× faster. The improved usability and clarity allowed him to complete his tasks efficiently and free up time for other responsibilities, reinforcing the value of a well-designed workflow in daily operations.
