WSIB Mobile App for Claim Tracking

For injured workers, managing a claim felt like navigating a bureaucratic maze.

**This was an R&D project and wasn't shipped. **

Imagine getting injured at work and needing help — only to be met with radio silence. That’s the reality for thousands of Ontarians trying to file a WSIB claim; no clear steps or digital portal. Just faxes, mailed letters, and long hours on hold. They’re sent in a circle just to make sure their case hasn’t fallen through the cracks.

“I tried pushing it [the claim], but it just became unfruitful, time-wasting phone tag.” — Anonymous Redditor

Proving that digital support doesn't need a $10M price tag.

When WSIB’s executive team first explored a mobile solution, a contractor pitched a $10 million build with a four-year timeline.

Our challenge was to show that a digital-first approach didn’t have to be expensive, slow, or overly complex.

Our high level goals were to:

• Streamline the claims process and reduce delays
• Lower the mental load for claimants navigating the system
• Build a mobile app that was actually attainable for WSIB — both in cost and development scope

Streamlining key workflows: dashboard and intake form.

I led the design of the dashboard and claims management in the span of 4 months and collaborated with 4 other designers on the remaining screens and features.

I worked alongside Developers, Communications, and 2 Project Leads.

Confessions and complaints were everywhere.

I started with guerrilla research at places where people were venting their frustrations, unfiltered; Reddit, forums, blogs.

From there, we conducted 10 user interviews with Ontarians across different ages, jobs, tech comfort levels, and injury severities.

I facilitated 3 of these sessions and walked away with a much deeper understanding of just how emotionally exhausting — and logistically confusing — the claims process was for so many.

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To understand how WSIB’s digital experience compared, we ran a competitive feature analysis of other Canadian insurance apps. We looked at how they handled common workflows like filing a claim, uploading documents, checking coverage, and tracking status. We sorted insights by feature and pain point to identify what people expected, tolerated, or resented.

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Common frustrations were consistent across providers and clustered around tasks where users were most vulnerable, like submitting key documents or tracking payment progress.

Claimants aren't just users, they're messengers.

Before diving into design, we needed to understand what truly slowed down the progression of a claim.

Initially we saw claimants as end-users, but it became clear that they were acting as the communication bridge between multiple parties: doctors, employers, WSIB case managers, and sometimes even legal representatives.

They're constantly relaying updates, chasing down missing documents, and following up with everyone while recovering from an injury.

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This revealed a deeper systemic issue:

The product shouldn't just support form submission, it should ease the claimant's burden. Without a centralized place for communication or tracking, the responsibility of progress fell entirely on them.

When conversations are scattered, progress stalls.

It became clear that communication between claimants and case managers was imbalanced.

The burden of coordination was placed on someone already physically and emotionally strained.

With no shared space to track progress or centralize communication, small missteps snowballed into major delays in already time-sensitive cases.

🤔 How might we support claimants by building a communication system that takes the burden off the user while keeping things up to date?

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.

Designing clearer, calmer communication flows.

3 primary questions that guided the design strategy:

1. How can we deliver information clearly and persuasively to these injured workers without overcomplicating it?
2. What features could act as catalysts for better communication and alleviate the workload for the claimant?
3. Where does the process break down the most in the timeline?

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Many delays stemmed from missing or incomplete documentation. I first needed to understand what information was most critical to both claimants and case managers in order to better coordinate the sequence of events.

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With that understanding in place, I mapped both the claimant and case manager journeys to identify the stages where information tended to stall or disappear altogether.

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I could then organize the information into specific touchpoints based on when it’s needed in the process and who the recipient is. This clarity is crucial for sending timely reminders and communicating next steps effectively.

Helping claimants know what to do next.

How might we determine what the claimant’s next steps are based on their activity?

Claimants often leave calls with case managers unsure of what to do next. Without a written summary, they rely on memory (and details decay fast). We found that phone conversations, while convenient, quickly become cognitively unreliable, especially for users already under stress.

We introduced a post-call summary flow. After each call, the case manager selects which tasks were discussed. The claimant then receives a notification to review and confirm or edit the summary.

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This light-touch system reduces memory burden and reassures users that their case is progressing.

Unfortunately, we were not granted permission to interview case managers. As a result, we briefly mapped the assumed workflow from the case manager’s perspective, but focused our efforts on understanding the experience from the claimant’s side.

Beta testers said the summaries helped them feel more confident and organized. Rather than relying on fragile memory, users had a persistent reference they could return to without having to call back.

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Turning confusing forms into guided experiences.

How might we reduce confusion and resubmissions by making forms easier to understand at the point of entry?

Form questions are often misinterpreted or answered incorrectly, resulting in delays, and resubmissions.

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We embedded plain-language info cards and sample answers directly alongside each form question. The cards broke down formal language, offered translated concepts, and gave visual anchors for how much or what kind of detail was expected. We collaborated with the communications team to refine the UX writing.

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When tested with our parents, many of whom are immigrants, 95% of questions were correctly understood after reading the cards.

Users reported feeling more confident and less anxious, and research supports that people interpret questions more accurately when paired with examples.

From prototype to possibility.

Although the WSIB mobile app was an R&D initiative and never reached production, I collaborated closely with developers to ensure the designs were technically sound and implementation-ready.

We presented the prototype to a senior stakeholder, who was impressed by how thoughtfully the features addressed both claimant needs and internal workflows.

Measuring what could have been.

While the WSIB mobile app wasn’t deployed, I designed with measurable impact in mind. If launched, success would have been measured through:

• ‍Time to complete key actions
• Reduction in call volume for status updates
• Claimant form error rates before and after onboarding‍
• App engagement within the first 7 days

In usability testing, we saw encouraging signs:

• 95% of participants successfully located their next task without assistance
• Form error rates dropped by 40% when using info cards

Even without shipping, the project validated a clear opportunity: simplifying communication and guidance for injured workers could reduce stress, improve completion rates, and reclaim valuable time for both claimants and case managers.