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This is a long case study. If you’re short on time, here’s what you need to know:
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End-to-end content design, UX design coordination and management, stakeholder management
Content designer (myself), UX designer, data analyst, front-end engineer
Enable claimants to share their medical records independently, without needing to involve an intake specialist or complete the process over a call
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Justpoint Law is a law firm that focuses on representing individuals in mass tort and personal injury cases, helping clients pursue compensation for harm caused by dangerous medications and products.
To move a case forward, the legal team needs access to each claimant’s full medical history—often scattered across multiple providers, and largely still on paper. For people already managing serious illness or caregiving responsibilities, the burden of gathering those records was significant enough to slow or stall cases entirely.
As a first step toward automating this process, we integrated our system with Flexpa. It’s a tool that connects directly to claimants’ health plan accounts and pulls available records automatically into our platform. This eliminates a significant portion of the manual work in the early stages of case evaluation.
Frictionless by necessity. Claimants are often managing serious illness, disability, or caregiving responsibilities. Many are navigating the legal process during one of the most difficult periods of their lives. That meant the interface had to be clear, calm, and supportive at every step, with language and structure that didn't add to an already heavy cognitive load.
An unpredictable integration. Every health provider works differently, which meant the connection process varied from person to person. Not every edge case could be anticipated or resolved, and attempting to solve for all of them upfront would have been neither feasible nor sustainable.
Mobile-first, without compromise. Around 30% of claimants don’t have access to a laptop and rely entirely on their phones. The experience needed to work just as well on a small screen, without assuming access to a desktop or a stable environment to sit and focus.
Transparency without alarm. Introducing an unfamiliar brand name (Flexpa) at a sensitive moment risked feeling suspicious. At the same time, being transparent about the involvement of an external platform was both an ethical and a practical requirement: claimants needed to knowingly accept its terms. The challenge was finding a way to acknowledge Flexpa’s involvement clearly and early, without making it the center of the experience.
One solution, two entry points. New claimants encountered the Flexpa flow as part of onboarding. Existing claimants (those who had joined before the integration was live) were reached separately, via email and SMS, with a slightly different entry point and tailored copy. Both paths needed to feel equally considered.
When I joined the team, there was already a page where claimants could connect their health plan account and share their medical records — built and ready to launch. But a closer look made it clear it wasn’t ready: it had significant UX and messaging issues that needed to be addressed first. So, before any writing began, I reviewed the existing page to identify what needed to change.
Audit notes