WSIB Mobile App for Claim Tracking

You're on the job and suddenly you get hurt. what to do?

WSIB is there for you.

For workers in Ontario, filing a WSIB claim is the first step toward receiving compensation and medical support related to the injury sustained at work. But the process is anything but seamless.

it's 2022 and we're still using mail and fax? 

During the pandemic, WSIB form faxes dropped by 13% and web increased by 17%.

We're abandoning the old-school ways and transitioning into a digital age, especially with our smartphones. 56% of WSIB web traffic comes from smartphone users aged 16–44, the same group that represents 55% of injury report submissions.  

And they're already behind the trend. Two Canadian worker compensation boards (Alberta and BC) have already expanded their services with mobile apps since 2014. WSIB is not accommodating for the largest provincial population in Canada.

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So how is this impacting the business?

This archaic system is consuming time and money. With 80% of the system still running on the organization’s internal infrastructure rather than on cloud, it makes data delivery slower and more costly.
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What about the users?

We conducted secondary research through online forums and blogs to learn more about the user's experience.

[Affinity chart]

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This illuminated what WSIB clients are experiencing

Injured workers spend countless hours navigating a complex process, delaying their recovery and impacting their ability to return to work and financially support themselves and their families.

We're missing answers to some of our questions

Which stage of the WSIB process creates the biggest bottleneck for claimants?

• What is the criteria to a successful claim?
• Are there any benefits to communicating with the case manager through calling?
• Why does it take so long to approve a case?

To answer these questions, we'll need to conduct user research to gather raw data that can pinpoint the reasoning for the problem.

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Who are we looking for to get answers?

• Working professional, full-time or part-time (age 16 - 66)
• Located within Ontario or alternatively another province with a WSIB-equivalent
• At a company that’s insured by WSIB
• Suffered a work-related injury OR previously worked for WSIB OR was involved with a WSIB claimant OR has never submitted a claim before
• Variable tech proficiency
• Variable language proficiency
• Variable accessibility needs

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What the people are saying

Lack of support and accessibility, zero to no communication, poor management.

After 10 user interviews, we synthesized all findings and categorized them into 3 emerging themes that highlighted the gaps they experience.

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key insights that surprised us

Anxiety drives the experience: denied claims, lost reimbursements, and delayed recovery.

• Injured workers feel anxious when there are no updates on their case because they interpret silence as no approval
• Injured workers feel overwhelmed trying to navigate the complex, non-linear claims process, where scattered and inaccessible information leaves them unsure of what steps to take next
• Injured workers feel strained trying to keep their case on track with multiple responsibilities while other stakeholders have no obligation to share the load
• Injured workers hesitate to answer form questions honestly because they perceive the question as a trap to question the legitimacy of their new injury or reduce their benefits

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Mapping out the claimants journey

Small, reversible missteps can lead to weeks-long detours.

Using insights from our research, we mapped out every stage an injured worker would experience in working with WSIB, surfacing all of the low points.

It’s clear that injured workers face significant challenges throughout the claims process. Even small missteps can snowball into major delays in already time-sensitive cases. This means the mobile app should act as a personal assistant, staying on top of what the claimant has done, what still needs to be done, and how to do it effectively.  It should alleviate the low points by reducing cognitive load, physical strain, stress, and overall workload for injured workers.

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conceptualizing the prime users

With 14M potential users, each with unique needs, personas can help.

It became imperative to create realistic personas that represent users who struggle with the claims process. These personas can help anchor our design decisions and ensure we're addressing real pain points, especially given the wide diversity of user needs in this context.

[persona 1 2 3]

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So how might we...

How might we reduce the amount of tasks associated with their claims for injured workers so that they can focus on their recovery?

• How might we make filling forms and submitting documents easier and faster for injured workers so that it ensures timely reviews?
• How might we deliver information in sync with their claim timeline for injured workers so that they can stay informed about their next steps?

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Looking at what's already out there through competitive analysis

To set a strong foundation for WSIB’s first mobile app, we conducted a competitive analysis of other compensation boards and insurance providers. The goal was to understand how they presented their claim processes, guide users through complex procedures, and deliver support within the mobile platform.

[comparative matrix]

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What shortcomings did competitors have?

Competitors assume prior knowledge and single-session completion.

• Progress isn't saved by default, creating the expectation that users must complete everything in one sitting
• Users were left to find information on their own, making the app less self-sufficient
• The flow assumed users were returning, expecting them to know what documents to prepare and how to submit a claim
• The process often required two devices, adding unnecessary friction

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What Does this mean for us? 

• we should divvy up how the claimants attempt at submitting their claims and documents to avoid fatigue and maximize sustained attention for each section, keep forms offline

• Avoid using heavy lingo, stop redirecting to the webpage, deliver the information at the right time
• Give examples pictures of what documents look like with dummy data, specify where you can get it, to do list

Deciding on what to solve

Improving customer satisfaction.

WSIB is a temporary and conditional experience. Once injured workers recover and remain injury-free, they typically won’t interact with the system again. During the short time they do, the experience must be smooth, supportive, and easy, ensuring it doesn't exacerbate the challenges they’re already facing.

• As a claimant, I want to know my next steps delivered timely so that I can continue my claim seamlessly
• As a claimant, I want to have all necessary information upfront so that I can complete tasks without pausing to research
• As a claimant, I want to know what the progress of my claim is so that I can feel reassured

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what flow needs the most attention?

Claimants need reassurance that their conversation were captured to remove the burden of memory-recall.

Claimants like the synchronous support they get from the calls (as confirmed from user research) but the important information can be easily drowned out. Trying to remember from memory recall is quite hard for someone who's already dealing with a lot [research to back this up]. This then loops into their time being wasted on waiting to get back on call. So why not relieve that burden?

Before: call with case manager → taking notes while calling → call ends → claimants tries to remember tasks or anything they’ve missed → details fade quickly or notes misplaced→ missed steps lead to a follow-up call → frustrations from long waits and low confidence on completing it on their own

After: call with case manager → claimants intently listen → call ends → notification is received → sees summary upon tapping → clear timestamped checklist → tasks tracked in app → clarity, ownership and reduced anxiety

A home screen that meets users where they are.

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Whether starting fresh or returning to a claim, users are guided to the right next step without pressure. Clear actions and supportive cues help them report injuries confidently, not reactively.

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Removing the guesswork from claims.

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We brought clarity to the forefront by surfacing real-time claim status and personalized action items directly on the home screen. With clear deadlines, progress updates, and contextual nudges, users stay informed and in control without needing to navigate through confusing menus or wait on a call.

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Designing with empathy for first-time claimants and newcomers alike.

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For many users, especially immigrants unfamiliar with the system, injury claims can feel intimidating, confusing, or full of hidden expectations. We introduced info cards as gentle, in-context guidance throughout the form. These cards clarify intent, explain unfamiliar terms, and encourage proactive next steps. This helps users complete forms accurately and confidently, no matter their background or level of familiarity.

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Turning conversations into clarity.

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After a call with a case manager, it’s easy to forget what was said especially when you’re injured or overwhelmed. We built a feature that summarizes the conversation and converts into action items. Claimants receive a notification to review, confirm, and even add their own notes to create a record that builds trust and drives follow-through.

Validating user behaviour

Testing how well the flow aligns with the real process and if the cues elicit the right actions.

• Does it follow the right procedures?
• Is each step clear enough?
• Should it be called “claim” or “report an injury”?

Due to the time and budget constraints, we conducted usability testing with internal team members and family members, both moderated and unmoderated tests.

Tasks 👁️

1. You have started a report yesterday but you have not finished it = resume their work
2. You wish to finish the form now, upload your supporting documents, review and Submit the form = uploading documents and knowing where to view files after submitting
3. Check off "Submit Form 6" action item = leveraging the to do list
4. Check to see if your doctor has submitted the "Health Professional's Report" for the claim you just submitted = checking status of work that's not yours
5. Start a new report without deleting this one = claim management

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What the results mean

• Not clear which sections were completed/incomplete for the form
• Ambiguous wording for some questions elicited different responses
• They didn't get the cues
• Confusion around how stakeholders are involved
• Lack of reassurance: seemed scared/hesitant of submitting form 6
• Confusion around handling action items — must it be dismissed manually? Could it be automated?