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Most claimants had no single place to track where things stood, what was needed from them, or who to contact. The experience was fragmented, opaque, and deeply stressful at the worst possible moment.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"685f06e78bf71da9f4215006b9b6ce0901f65e10\",\"src\":\"https://s3-alpha-sig.figma.com/img/685f/06e7/8bf71da9f4215006b9b6ce0901f65e10?Expires=1778457600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=tJSewrPSxDOBxCFEWYgRvWUCMg-9m4E9CZsN-tPn5vWkLX~vgzH5NbVRQur0lgWLy4KYSlkhfqhyd6DcfVYQoZ~9ptUibCsaic~gt0Q4fserWM1Vayo6MHM-Sb828g9ohfyO~el1PqffXOViuEHi6-UEFY23R-0oBqPig7qnbaL-3GQULqQyNBvPtgv1NNVBtmXovi~3dvN~fPTNPxtk2rZS1t5oP-F-gGeIiFlsRrExGw3XS9M3mWVP~VGJ17usw1GMnv1iL04JuJ-lM7NbRmRFcVR4z~CXBkvqkYA5m4p7p9ylciDsi~g~0aq5oxqBcIQ0FX2AiGtA7ftjsIXrpA__\",\"altText\":\"image\",\"originalImageWidth\":1238,\"originalImageHeight\":622,\"isFillWidth\":false}],\"direction\":null,\"format\":\"center\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The Design Challenge\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Three professional domains with different vocabularies, timelines, and stakeholder needs needed to feel like one coherent, reassuring experience to someone going through one of the most difficult periods of their life. The design challenge wasn't just information architecture — it was emotional architecture. Every decision about hierarchy, language, and interaction had to account for a user who was anxious, unfamiliar with legal process, and potentially in pain.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"5a66bd075ab64f526a8631059fa8f4c44997939d\",\"src\":\"https://s3-alpha-sig.figma.com/img/5a66/bd07/5ab64f526a8631059fa8f4c44997939d?Expires=1778457600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=pUCW15JyIADQRoNo6vZCzCBdjC6eQxq-xxQFfemARTZtCnu6gNNoSvzqi-3pWH--qTkAOTwk8ldfetAFkv3gQqx4w36paDtJ5shn2TDguhrMQFbSlV2p5R2zXYFOwf2V7bzI0gfsJAw5zVv5ZbeV6APQ0CnKDweQHhMCf-ywMJUCXvsMtRoFc2juoLT3GhMTS-BU9JJEoNwWtbyl065PqYsrlEMJjD8jhaIkciJEkH6MuxbZgMDVMd8V0X4WvIe0DOUCxNUlH5PZ1Qk0g3m~lFQebLtKxN2WzYTXahYcfHkM6yrNNw7v9GroOnHfJGJROYry6sjiNjs~zSVLo4GzAA__\",\"altText\":\"image\",\"originalImageWidth\":1250,\"originalImageHeight\":679,\"isFillWidth\":false}],\"direction\":null,\"format\":\"center\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":1,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The Design Response\",\"type\":\"text\",\"version\":1},{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\" \",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":1,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"The solution centred on radical clarity. A unified dashboard brought together financial updates, medical records and timelines, legal status, and document management — all in one place, all in plain language. Rather than mirroring the complexity of the underlying process, the interface was designed to absorb that complexity and surface only what the user needed to know, and when.\",\"type\":\"text\",\"version\":1}],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"type\":\"image\",\"version\":1,\"hash\":\"ec1b5275e3dab66c20ba75baf25d86cb99990d30\",\"src\":\"https://s3-alpha-sig.figma.com/img/ec1b/5275/e3dab66c20ba75baf25d86cb99990d30?Expires=1778457600\u0026Key-Pair-Id=APKAQ4GOSFWCW27IBOMQ\u0026Signature=KgYmpLIhGXmZpTy9VZet2dfOQxFrJG-AGIc6XoOQLxYiMDunHRHrnuuws0vIgZ6-mbVYhkRrN4HLaigZorQyFZVx~TRluNT7T2Kg~9UQ2aAfCRAOUpbRZpgoWy34vxDzazbuFXLNWEdLtrUMGBLUcSlMu1Ykci694m5VXNW37~17r3TUFKGHV9V5pVSkBGzgxCMjN04pHxLaLSF6LglxR4QkoBmjEslekHjkRHchpnl78CLA-a44EsOnE67qRJJ5vMp3jwxle3hwAqEIFWNMQaMceGnSGhdr3q142Ui6xlzK4T0-iYNnPzXK6ZJKcxrp0k4cuS0dVaL2vvib-jA-YQ__\",\"altText\":\"image\",\"originalImageWidth\":1227,\"originalImageHeight\":540,\"isFillWidth\":false}],\"direction\":null,\"format\":\"center\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[],\"direction\":\"ltr\",\"format\":\"\",\"indent\":0,\"type\":\"paragraph\",\"version\":1,\"textFormat\":0,\"textStyle\":\"\"},{\"children\":[{\"detail\":0,\"format\":0,\"mode\":\"normal\",\"style\":\"\",\"text\":\"Timelines gave claimants a clear view of where they were in the process and what came next. 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