2023
Digital Onboarding for Insurance
The client, one of the largest insurance groups in Europe, is shifting from a traditional paper-based communication system to a fully digital experience. The goal is to reduce costs and minimize paper waste by collecting customer data for electronic communications. Through this streamlined digital process, the client will enhance both operational efficiency and environmental sustainability.
For confidentiality purposes, the client will be referred to as "Insurance".
Deliverables:
50+ screens for onboarding and self-service portal across mobile, tablet, and desktop
Fully functional interactive prototype for usability testing with real users
Comprehensive design system documenting style guide, component behaviors, and responsive breakpoints
Roles:
UI and UX design for onboarding and self-service interfaces
Creation and maintenance of design system
Collaboration with user researchers and developers to ensure usability and feasibility
After conducting UX research and applying a user-centered design framework on best practices for user onboarding, and aligning on key design KPIs, we developed a modular user flow that segments required inputs into three clear parts. This structure provides a transparent overview of the overall process, prevents content overload, and avoids overwhelming users.
It also informs users in advance of any necessary documents, ensuring they are well-prepared. Each segment acts as a natural pause point, allowing users to exit and resume later from where they left off.
With the overall structure set, we shifted into execution. Since the core flow was fixed by compliance, most of the work was in the details, like fine-tuning micro-interactions, simplifying complex steps with visuals instead of plain text, and polishing copy and states for edge cases. We also adapted the designs for mobile and tablet, making sure everything translated seamlessly to smaller screens. Throughout the process, we worked closely with the client in weekly check-ins, staying nimble and adjusting quickly to shifting requirements to keep things moving smoothly.
We developed a comprehensive design system for both the developers and in-house design team, covering everything from visual styles to a diverse range of components. This system was created to ensure a seamless and cohesive user experience across multiple applications, unifying the design language and maintaining consistency in layouts and interactions.
