Personal Injury Claims Platform
The Problem
Being involved in a personal injury claim in the US means navigating three complex, often disconnected systems simultaneously — legal, medical, and financial — while dealing with the aftermath of an accident. 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. The technology to unify it existed. The design to make it humane didn't yet.
The Design Challenge
HAKEA was brought in to design the full UX and UI for a legal technology platform that would put the claimant in control for the first time. The challenge was significant: three professional domains with different vocabularies, timelines, and stakeholder needs needed to feel like one coherent, reassuring experience to someone who was almost certainly using it during one of the more difficult periods of their life.
The Design Response
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 they needed to know it.
Timelines gave claimants a clear view of where they were in the process and what came next. Document management removed one of the most common sources of confusion and anxiety. Direct communication pathways meant that reaching the right person never required navigating a separate system. Every design decision was made with the emotional state of the user in mind — someone who needed clarity, not more complexity.
Outcome
The product earned exceptional feedback from users and delivered strong retention — a meaningful result in a category where most people would prefer never to need the product at all. In a space that had long prioritized process over people, HAKEA brought the claimant experience to the centre.
Comprehensive case studies and design assets are available for private review upon request. These documents contain sensitive client information and are withheld from public display to ensure data security and confidentiality.
Personal Injury Claims Platform
The Problem
Being involved in a personal injury claim in the US means navigating three complex, often disconnected systems simultaneously — legal, medical, and financial — while dealing with the aftermath of an accident. 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. The technology to unify it existed. The design to make it humane didn't yet.
The Design Challenge
HAKEA was brought in to design the full UX and UI for a legal technology platform that would put the claimant in control for the first time. The challenge was significant: three professional domains with different vocabularies, timelines, and stakeholder needs needed to feel like one coherent, reassuring experience to someone who was almost certainly using it during one of the more difficult periods of their life.
The Design Response
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 they needed to know it.
Timelines gave claimants a clear view of where they were in the process and what came next. Document management removed one of the most common sources of confusion and anxiety. Direct communication pathways meant that reaching the right person never required navigating a separate system. Every design decision was made with the emotional state of the user in mind — someone who needed clarity, not more complexity.
Outcome
The product earned exceptional feedback from users and delivered strong retention — a meaningful result in a category where most people would prefer never to need the product at all. In a space that had long prioritized process over people, HAKEA brought the claimant experience to the centre.
Comprehensive case studies and design assets are available for private review upon request. These documents contain sensitive client information and are withheld from public display to ensure data security and confidentiality.
Personal Injury Claims Platform
The Problem
Being involved in a personal injury claim in the US means navigating three complex, often disconnected systems simultaneously — legal, medical, and financial — while dealing with the aftermath of an accident. 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. The technology to unify it existed. The design to make it humane didn't yet.
The Design Challenge
HAKEA was brought in to design the full UX and UI for a legal technology platform that would put the claimant in control for the first time. The challenge was significant: three professional domains with different vocabularies, timelines, and stakeholder needs needed to feel like one coherent, reassuring experience to someone who was almost certainly using it during one of the more difficult periods of their life.
The Design Response
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 they needed to know it.
Timelines gave claimants a clear view of where they were in the process and what came next. Document management removed one of the most common sources of confusion and anxiety. Direct communication pathways meant that reaching the right person never required navigating a separate system. Every design decision was made with the emotional state of the user in mind — someone who needed clarity, not more complexity.
Outcome
The product earned exceptional feedback from users and delivered strong retention — a meaningful result in a category where most people would prefer never to need the product at all. In a space that had long prioritized process over people, HAKEA brought the claimant experience to the centre.
Comprehensive case studies and design assets are available for private review upon request. These documents contain sensitive client information and are withheld from public display to ensure data security and confidentiality.