Duration
9 months
My role
UX/UI design
UR Research
User flows
Product strategy
Team
Ian Lambert
Emilie de Boise
Tristan Boulfroy
Artemis is Luko’s claims management tool, used daily by our claims managers to analyze, resolve, and track customer claims. It’s also the place where CMs launch and follow-up on recourse against third parties insurance companies.
Context
Recourse is the action of seeking reimbursement from a third party responsible for a loss. They accounts for nearly 25% of our claim stock, with millions of euros currently at stake. However, it remains the #1 painpoint mentioned by CMs in interviews.
We believe we can offer a better experience for CMs to create, follow-up and close a recourse. As this project was very big and complex, we devided it into 3 distinc phases
Phase one, product discovery
This discovery involved eight in-depth interviews with CMs and Lead CMs, helping us map their workflows, prioritize pain points, and focus on solutions with the greatest impact on both business and user satisfaction.
Phase two, starting a recourse
Creating a seamless launch experience with minimal risk of user error is crucial to increasing the acceptance rate of our recourse by adverse companies.
We followed a classic product design cycle—wireframing, high-fidelity designs, feature specification, development, and QA. At each stage, we aligned business, design, tech and users to ensure a coherent, impactful, and deliverable outcome.
Phase three, following-up on a recourse
In an ideal world, launching the recourse would be enough for adverse companies to accept it—but it’s rarely that simple. When money is involved, they often delay payments or ignore our requests entirely. That’s why creating the recourse is only half the battle; the follow-up is just as crucial.
We focused on designing a smooth follow-up experience to ensure timely action. We applied the same methodology as in the previous phase.
Challenges
With over 10 peoples, from five different teams working together for over 9 months, this project undoubtedly takes the crown as the biggest product design challenge of Luko in 2024.
The first challenge was understanding how our CMs operate during a recourse.
No one enjoys designing something they don’t fully understand. Thankfully, the discovery phase allowed us to map a comprehensive user flow, covering both the recourse launch and the follow-up experience. With over 60 steps and nearly 29 friction points, we didn’t expect such a complex situation.
The next challenge was selecting our battles.
We wanted to ensure that all the time and effort we put into the project would align with both the company’s business goals and the users’ needs. Through workshops, user surveys, and plenty of brain power, we identified six key friction areas with the greatest potential to improve the recourse experience.
The final challenge was designing features that addressed these battles while being feasible for our small dev team to implement.
We all know design can get pretty creative sometimes, but we didn’t want to burn out our tech team right ?
Recourse user flow for the initial launch process and follow-up. We've mapped all the friction points with an icon, and corresponding problems.
Problematics
By the end of the discovery phase, we identified these six key areas as the highest-impact ones to address.
Unclear recourse type and status
Without getting into the details, there are two types of legal processes to follow when creating a recourse, depending on whether a convention exists between the parties. We lacked clarity on which process we were in and also needed to improve the visibility of the recourse's current status.
CMs restart the recourse process too often
There were too many instances where CMs had to restart the recovery process from scratch. This was a problem because it not only wasted valuable time but also led to frustration and delays, ultimately impacting the efficiency of the entire
recourse process.
CMs have to switch context a lot
Nobody likes juggling multiple tools at once, especially when trying to complete a single task. Unfortunately, we identified 17 instances where CMs had to switch between five different tools throughout the entire recourse lifecycle, which created unnecessary friction and slowed down the process.
Opaque process for follow-up experience
When escalating follow-ups on a recourse, it’s crucial for CMs to clearly justify the actions taken so far. Having an easy way to view previous actions helps them create a compelling follow-up, ultimately increasing the chances that the other company will take action on our request.
CMs are unable to edit recourse directly on Artemis
Creating a recourse follow-up involves adding new documents and emails each time. Allowing users to do this directly in Artemis is essential for streamlining the process and improving efficiency.
Solution
In total we’ve implemented 10 new features into Artemis, directly addressing over 15 pain points identified in the whole recourse process.
Let’s take a closer look at how these features solve some of the key challenges we previously saw.
New save as draft feature
During our research, we discovered that CMs often began filling out a recourse launch but had to leave the page. Each time they returned, they were met with a blank page, forcing them to re-enter the same information.
To provide more flexibility, we introduced a 'Save as Draft' feature. CMs can now start a recourse, leave, and return to finish it at their convenience—without the worry of repeating work or wasting time.
Auto-complete recourse details
To drastically reduce context switching and the need for copy-pasting, we linked our tool to a closed database containing all the adverse company contact information. Users can now access the necessary details directly within Artemis, minimizing errors and streamlining their workflow.
New edit feature
Creating valid follow-ups to the adverse company requires adding new documents and updating email addresses. To facilitate this, we made key inputs editable, allowing CMs to modify information from the initial recourse launch. This ensures smoother follow-ups, which typically take place at +30, +60, and +90 days.
New events in timeline
Some recourses take months, or even years. Expecting CMs to remember every detail of a long-standing claim isn’t realistic. To provide better context, we created a timeline and introduced new events to be featured on it. This helps CMs quickly understand the claim’s history and make more informed decisions on the next steps.
Failed recourse duplication feature
If a recourse fails due to a CM mistake, users can now duplicate it. This generates a pre-filled draft with the previous information, enabling quick updates and relaunches without the need to start from scratch.
Results
Results will be tracked over the coming months to gather precise metrics and measure the impact of these improvements.
Increased user satisfaction KPI from 4/7 to 6/7
50% of CM can launch a recourse in less than 10 minutes - 10% before
60% of CM pend less than 2 hour per week on recourses - 27% before
Improved speed and volume of successful recoveries
©2025 Enzo Reda