Empowering Members and Brokers: Transformed CAA’s Claims Process With 0–1 Broker Dashboard and Scalable Self-Service Tools

ROLE

Sr. Product Designer (PD) leading research, UX audits, design, prototyping, and developer handoff.

WONGDOODY TEAM

Adam Fischbach - PD Dir.
Josh Cimbron - PD
Vinny Masters - PM
Josh Haugen - CP

DURATION

2 Phases Over 24-Weeks, 6 Sprints Total

Platform

Enterprise Application

👩🏽‍💻 Role & Scope

Senior Product Designer

Led UX strategy and delivery across B2B and B2C—from discovery to dev handoff

QUICK OVERVIEW

The CoReMQ Workstation, Honda’s enterprise tool for ensuring global quality and safety, was redesigned into a modern, scalable solution that reduces inefficiencies for Honda Quality Engineers, enabling them to work more effectively in their daily operations.

By introducing flexible workflows, smarter automation, and enhanced collaboration tools, the workstation not only improves the user experience but also strengthens Honda’s overall operations, ensuring the company can continue delivering high-quality products in an increasingly competitive market.

📍 Project Summary

CAA Insurance needed a better way to support its 7M+ members. Legacy tools created friction—claimants had no visibility into claims after submission, and brokers juggled fragmented logins with no system built for their workflows.

Our challenge:

Deliver accessible, scalable tools that simplified claims and reduced dependency on support.

I kicked off the project with a 3-day workshop at CAA HQ in Toronto, facilitating activities with 30+ stakeholders to map service gaps and co-create solutions. I led every step—designing the agenda, guiding the synthesis, and aligning teams on a shared path forward.

We shipped two tools:

A redesigned Claimant Portal that clarified next steps after submission

A brand new Broker Experience Center—a centralized hub to manage client claims and reduce operational inefficiencies

Both platforms were designed to scale and meet AODA/WCAG standards—setting a new baseline for how CAA serves its members.

📊 Business Impact

Enabled 7M+ members to manage claims independently

Reduced support call and email volume through real-time status visibility

Increased broker efficiency by consolidating tools and simplifying workflows

Met full AODA and WCAG compliance across both experiences

📎 Key Constraints

No existing broker platform—0–1 build

Strict accessibility compliance (WCAG 2.1 / AODA)

Multi-stakeholder alignment across departments and vendors

Tight delivery timeline with staggered dev handoff

See Full Case Study below. PW (see resume)

🔒 PASSWORD PROTECTED

QUICK OVERVIEW

Filing an insurance claim can be a complex and stressful experience, both for claimants navigating forms and coverage details and for brokers managing multiple claims with scattered tools.

To improve efficiency and reduce frustration, the CAA Claimant Portal and Broker Experience Center were designed to help users navigate the claims process with ease, clarity, and confidence, while significantly reducing the volume of emails and calls to CAA’s support centers.

For claimants, the redesigned First Notice of Loss (FNOL) experience offers guided steps, real-time claim tracking, and mobile-first accessibility, reducing reliance on call centers. For brokers, a new centralized dashboard consolidates key tools, simplifies workflows, and enhances visibility into claim statuses, improving overall efficiency.

This scalable, accessible solution empowers users, streamlines processes, and reinforces CAA’s reputation for providing seamless, stress-free service.

🔒 VIEW CASE STUDY