A Claim Management System for Schaeffler
ClaiRe is an enterprise web application designed to replace fragmented spreadsheet-based workflows with a centralized, role-based platform for handling both supplier-side and customer-side claims.
The system suffered from three main issues that hindered operational efficiency across global business units.
Disconnected spreadsheets and emails caused data loss, version conflicts, and communication delays across regional teams.
No real-time insight into total claim volume, financial exposure, or negotiation status across different regional business units.
Complex multi-stakeholder approval workflows lacked a persistent audit trail or mandate verification system.
The system was designed for high-mandate users across Europe, Asia, and the Americas.
Initiates and manages claims through complex negotiation stages.
Approves stage progressions and monitors financial mandates.
An open card sorting exercise with 12 participants was conducted to see how users naturally group claim-related information.
Financials must be separate from claim metadata. This led to a dedicated Financials tab in the system.
Participants consistently grouped "Affected Locations" and "Entities" under General Information rather than a separate logistics tab.
It was consistently sorted last, confirming it should sit at the bottom of the navigation hierarchy.
User interviews, shadowing, workshops
Persona synthesis, pain point mapping
Card sorting, wireframe sprints
Figma flows, hi-fi stage production
Usability testing, iterative updates
The navigation was designed around three user goals: creating a claim, managing its lifecycle, and reviewing its history.
A shallow, flat hierarchy was preferred over deep nesting to reduce cognitive load.
Organized into tabs:
Collapses completed sections to reduce cognitive load during complex, multi-step data entry sessions.
Gives users persistent progress context and prevents premature workflow advancement until stage gates are met.
Thresholds like Walkaway and Target values are shown point-blank so negotiators never exceed approved mandates.
A robust module managing 16 reference data categories (Location, Currency, Business Unit, Contract Partner, Legal Entity, Claim Trigger, +10 more) allowing admins to maintain system integrity through CSV bulk uploads and searchable governance tables.
Claim Evaluation → Assess Claim & Define Strategy → Negotiate & Reach Agreement → Close Process
This project is covered under NDA. I'd be happy to walk you through the detailed design decisions, user flows, and prototypes in a personal meeting.
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