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AIA Health and Medical Claims Portal
AIA Health and Medical Claims Portal is an internal self-learning platform designed to help AIA financial planners understand and navigate health and medical insurance claim procedures.
Preview demo
client
AIA
year
2020
deliverables
Web design
Front-end implementation
Front-end implementation
scope
Hong Kong
China
China
overview
Health and medical claims involve different procedures, requirements, and supporting documents depending on each customer's situation. I focused on organizing this complex information into a clear and intuitive structure, helping financial planners find the right guidance without having to go through lengthy documentation.
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journey design
scenario-based journeys
Instead of presenting a single set of instructions, I designed three guided journeys based on common customer situations: visiting an AIA network specialist, choosing a non-network specialist, or seeking treatment in an emergency.Each journey breaks down the claims process into manageable steps, helping financial planners understand what to do next based on their customer's situation.
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interactive learning experience
To make the guidance more practical, I introduced illustrated dialogue examples showing how financial planners could respond to common customer questions.
Each step also includes reminders, FAQs, and instructional videos to highlight important details and explain specific situations.
Together, these elements turn complex claims information into an approachable learning experience that financial planners can refer to during their daily work.
Each step also includes reminders, FAQs, and instructional videos to highlight important details and explain specific situations.
Together, these elements turn complex claims information into an approachable learning experience that financial planners can refer to during their daily work.
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