Blue Cross Blue Shield — Case Study

Overview

Modernizing claims for a major insurer.

Who they are

HCSC — BCBS of Illinois

Health Care Service Corporation is the parent of Blue Cross Blue Shield of Illinois — one of the largest health insurers in the country. They set out to replace BlueChip 1.0, the legacy claims system that the entire claims operation ran on.

My role

Sole UX/UI Designer

I was the sole UX/UI designer on the program — partnering with Epic Owners, Business Analysts, and engineering leads, and working across 8 epics and 200+ user stories with 50+ stakeholders in an agile environment.

The challenge

Replacing a legacy

BlueChip 1.0 had decades of behaviour baked into it. The new platform needed to absorb that complexity while giving claims teams a faster, clearer interface — and a design system that could scale across every app in the suite.

Enterprise SaaS Healthcare Claims Platform Design Systems

Wireframes

Mapping every flow from intake to resolution.

Across the platform I delivered 750+ wireframes spanning 8 epics and 200+ user stories. Each flow was structured to give claims teams a clear path through complex, high-stakes work — from registration and search through to the daily dashboard view.

Goal

Replace BlueChip 1.0 with a faster, clearer workspace — reducing training time and error rates for claims teams.

Claim Summary wireframe assortment — Summary, Patient, Provider, Billing Provider, Claim Details, BlueCard, Services and Service Line

Search wireframes — search type variations including DCN, Non-Claim Inventory, SCCF, Subscriber ID and Unique Claim ID

My Dashboard wireframes — empty state, claims queue, customize columns, tech time, and full dashboard with SIRF and Non-Claim

Claim Summary — the full claim file laid out across Summary, Patient, Provider, Billing, Claim Details, BlueCard and Services.

01 / 03

Design system

A component library built to scale.

I built the design system and component library from the ground up — covering buttons, notifications and badges, page titles and breadcrumbs, alerts and warnings, and the patterns the platform was built on. The system gave every app in the suite a consistent foundation and made handoff to engineering predictable.

Buttons — primary, secondary, tertiary and danger across all states

Data Table — placement, sizing, frozen-column variations and mass-selection bar

Modal — informational, warning and error variants with 1, 2 and 3 buttons; claim action modal

Content Switcher — individual and built component states

Checkbox — enabled, selected, partial, focused and disabled states

Card & Tile — workspace, tab and tile variations with header options

Segmented Button — enabled, hover, selected and open-menu states

Page Title & Breadcrumb — placement, sizing and link variations

Provider Notification & Badges — white badge, badge with link, value badge and draggable variants

Alert Notifications, Toast, Technical Banner and Exceptions Banner

Accordion — open and closed states with badges, links and icon options

Buttons — primary, secondary, tertiary and danger across enabled, hover, focus and selected.

01 / 11

Custom table system

A repeatable framework for complex data.

Claims work runs on dense, configurable tables — one of the hardest UI patterns in enterprise design. I researched and prototyped multiple directions before landing on a scalable custom table system that balanced technical feasibility with usability, giving the team one framework to reuse across the product.

Data Table reference — placement, sizing, frozen-column variants, mass selection and the build guide

Institutional Calculator — table inside a modal with editable line-level fields

Total Rendering Providers — table rendered as expandable provider cards

Edit Key Values — vertical key/value table with editable inputs

Search Results — family member and claims tables in a single results view

Search Results expanded — wide claims table with horizontal scroll and frozen columns

Non-Claim Inventory — long page with overview, notes and three attachment tables

Invalid & Rejected RF Dashboard — table with status and error columns

MLE Search Results — multi-result table with hyperlinked IDs

My Dashboard — Tech Time and Non-Claim Tech Time tables

My Dashboard — On Hold view with claim/hold age indicators and tooltips

The framework — placement, sizing, frozen-column variants, mass selection and a build guide for the team.

01 / 11

Impact

Delivered at scale, recognized across the org.

The new platform reduced training time and error rates for claims teams, replaced BlueChip 1.0 across the workflows it covered, and consistently delivered into production sprint after sprint.

750+

Wireframes delivered across the platform.

200+

User stories shipped across 8 epics.

50+

Stakeholders across product, engineering & business.

6×

Stellar Award — six consecutive quarters.