The initiative I am submitting is the Tesco Pet Insurance new claims digital journey, which replaced a manual PDF-based claims process with a structured online experience. I have added a PDF attatchment of the process. The live journey can be viewed here:
https://www.tescopetclaims.com/type-of-claim
As the sole Product Designer on the end-to-end redesign, I led the design from concept through to MVP delivery and implementation, working with business analysis, content design, engineering, data and compliance teams. The project removed unnecessary barriers from the claims process by reducing reliance on printing, scanning and emailing forms, and by giving customers a clearer, step-by-step digital journey.
This was important from an inclusion perspective because the previous process could disadvantage customers without access to a printer or scanner, those using mobile devices, customers with lower digital confidence, and users who needed clearer guidance when submitting a claim. The redesigned journey made the service more accessible, easier to understand and more aligned with modern digital expectations.
I have included evidence of the live journey, the problem being solved, my role in the initiative, and the impact the redesign had on customer accessibility and usability.
