Eliminating the manual tax: How case managers can finish 2 extra cases every day

By driving a 39% boost in productivity through AI-enabled case management platform, we turned hours of manual suitability reviews into a 10-second automated check.

Key Outcomes

39% HIGHER case throughput

By cleaning up the digital clutter, we helped every case manager finish two extra cases every day without adding a minute to their shift.

10-second suitability checks

Our AI turns hours of research into a 10-second "cheat sheet," helping managers make faster, smarter decisions instantly.

77% LOWER communication friction

Our AI assistant does the heavy lifting by spotting errors and drafting emails, cutting the time spent on back-and-forth.

About Verisk Analytics

Verisk Analytics is a global leader in data analytics and risk management, serving the insurance, energy, and financial services industries. A member of the S&P 500, the company manages a vast ecosystem of over 30 petabytes of data to provide predictive insights for nearly 70% of Fortune 100 enterprises.

Key challenges

Spreadsheet chaos

Case managers were trapped in spreadsheet overload, using manual Excel files and complex formulas just to figure out what they needed to work on for the day.

Buried information

Critical data was hidden behind too many clicks, forcing users to open endless tabs and windows just to verify simple details like a phone number or funding status.

Slow manual research

Deciding if a policy was a good fit required hours of hunting through paperwork, creating a massive bottleneck that kept cases stuck in review for far too long.

Repetitive back-and-forth

A core part of the job is comparing a "before" and "after" version of data to see if it got cleaner. In the legacy system, there was no side-by-side view. Users had to memorize numbers or click back and forth between different tabs to spot differences.

AI-augmented case management platform

The solution was a human-centered, AI-enabled workspace designed to take the heavy lifting out of case management. We moved away from clunky, manual processes and built a centralized intelligent hub that acts as a partner to the case manager.

By combining proactive task lists with at-a-glance data snapshots and a helpful embedded AI assistant, we turned a stressful, fragmented workflow into a smooth, high-speed engine.

Process

Bridging legacy gaps with intelligent design

To transform a fragmented legacy system into an AI-powered engine, we spent two months moving from deep "pain point" audits to high-fidelity simulations that validated AI as a trusted partner in the user's daily workflow.`

Auditing the legacy workflow

We started by digging into the "shadow systems" users had built to survive. By auditing their complex manual spreadsheets and external workarounds, we identified the specific friction points that were ripe for AI intervention.

Engineering the intelligent flow

We moved from auditing to architecture, mapping out a Future State where data flows logically instead of being buried in tabs. We documented how AI could automatically ingest unstructured forms and categorize them into a clear hierarchy, ensuring the system does the organizing so the user can focus on deciding.

Rapid prototyping to learn fast and win early

Using high-fidelity Figma simulations, we tested the our AI assistant, AskMax. We iterated through three rounds of testing to refine how the AI drafts messages and suggests suitability, ensuring the assistant felt like a helpful peer rather than a black box the users couldn't control.

Accessible playfulness

In the final phase, we brought the prototype back to the clients to see if the new logic held up under pressure. We moved beyond "Does this work?" to measure the emotional and operational shift, capturing the verbatim feedback and hard data that proved we had turned a fragmented process into a high-speed, one-stop-shop.

Key Outcomes

Homescreen

Our reflection

Unburdening the expert through intelligent design

While today’s headlines are often dominated by the anxiety of AI displacing the workforce, this project serves as a blueprint for a different reality: AI as a tool for professional unburdening.

We believe that AI’s true purpose isn’t to automate people out of their roles, but to clear away the cognitive tax of repetitive work.

By slashing the time spent on manual diagnosis and drafting by 77%, we have elevated the case manager, providing them with the space to focus on the high-level, strategic decision-making that brings their expertise to the forefront.

This shift from task-processor to decision-maker fundamentally transformed the emotional landscape of the work. Replacing the stitched-together legacy workflow with high-density snapshots turned a high-stress, stuck workflow into a seamless engine that feels intuitive, creative and even delightful.

Moving from hours of research to a 10-second suitability checks proves that when we design for human relief, we don't just solve a UI problem; we solve a business capacity problem, unlocking the ability for both the individual and the organization to scale.