Allstate · Claims operations
Liability Tracker
Making liability progress visible without reopening the entire claim.
The Liability Tracker is a production feature within Allstate’s Liability Analysis Tool. It gives claims adjusters a persistent view of completed work, the current stage, and the steps still required before a liability decision can move toward settlement.
I led the 0-to-1 design of the tracker’s workflow, information architecture, visual interface, and interactive prototype in collaboration with the project manager, stakeholders, and cross-functional product partners.
- Role
- Lead Designer
- Company
- Allstate
- Product
- Liability Tracker
- Platform
- Desktop web
- Scope
- 0-to-1 workflow and UX/UI
- Status
- Production · In use
Project at a glance
- Challenge
- Adjusters could lose track of claim progress and lacked a clear view of what had been completed, what needed attention, and what came next.
- My role
- I led the tracker from 0 to 1, owning its workflow, information architecture, UX/UI design, and interactive prototype.
- Collaboration
- I worked with the project manager, stakeholders, and cross-functional product partners to align the tracker with the broader liability-determination workflow.
- Production value
- The persistent tracker let adjusters understand completed and remaining work without opening and reviewing the full claim.
Overview
A persistent view of liability progress
Liability determination requires adjusters to gather information from both parties, document the accident, review initial fault, and complete the final settlement. Without a persistent progress view, adjusters could lose their place or spend additional time reopening the claim to determine what had already been completed.
I designed a tracker that remains visible throughout the Liability Analysis Tool and communicates three things at a glance:
01
Completed work
02
The current stage
03
Remaining steps
Tracker workflow
From information gathering to final settlement
The tracker follows the adjuster through five connected stages. Completed steps receive a visible checkmark, the active step is distinguishable from both completed and future work, and unfinished steps remain visible so the next action is clear.
Step 1 of 5: Insured information needs
Step 1 of 5
Insured information needs
The process begins with the insured’s account. The tracker marks this stage as active while the adjuster reviews the insured’s statement, contact information, accident details, damage evidence, and available transcripts.
Design decisions
Designing progress into the workflow
01
Persistent orientation
The tracker remains visible as adjusters move through investigation, sketching, fault determination, and settlement.
02
Clear state differences
Completed, current, and future stages use icons, labels, and state treatments so progress does not depend on color alone.
03
Ordered progression
The sequence mirrors the liability workflow: insured information, claimant information, sketch, initial fault, and final settlement.
04
Context without interruption
Adjusters can understand claim progress without leaving the current task or reopening multiple areas of the claim.
Prototype
Explore the Liability Tracker
The interactive prototype demonstrates how the tracker advances through the five-stage liability workflow. It uses synthetic or anonymized claim information and is included to demonstrate interaction behavior rather than expose real customer data.
Delivery
Delivery
- My contribution
- I led the Liability Tracker from 0 to 1, defining the workflow, information architecture, interface behavior, visual design, and interactive prototype.
- Delivery
- The tracker was designed as an integrated part of the desktop Liability Analysis Tool and moved into production for claims-adjuster use.
- Impact
- The tracker made completed and remaining liability work visible in one persistent location, reducing the need to reopen the claim simply to determine progress.
Reflection
Designing the tracker reinforced the importance of persistent orientation in complex enterprise workflows. A relatively compact interface element can reduce cognitive load when it clearly connects past work, the current task, and the next required action.
