The challenge
When an incident happens, customers are often stressed and need immediate guidance. Traditional insurance journeys demand too many steps and expose unfamiliar language at exactly the wrong time.
Insurance Mobile App
A user-centric mobile application for policyholders. The creation process focused on accessibility and quick access to emergency services. High-fidelity prototyping was used to test the one-tap claim feature, ensuring a calm experience during critical moments.
My Role
The brief
Designing for people and business.
The project focused on the most emotionally demanding moment in the insurance journey: reporting an incident. The goal was to reduce uncertainty, guide customers safely and make claim status understandable after submission.
Key constraints
- Users may be stressed or physically impaired
- Unstable connectivity at incident locations
- Claims require accurate evidence and legal consent
The solution
The mobile-first flow prioritizes emergency actions, policy essentials and a guided claim experience. Strong hierarchy, accessible controls and reassuring feedback help users understand what to do next.
The impact
The result is a more human insurance experience that shortens the path to assistance and gives policyholders greater confidence during high-pressure moments.
Approach
From complexity to clarity.
- 01Mobile-First UX Design
- 02Accessibility Audit
- 03Interactive Prototyping
- 04Visual Identity System
Discovery
Evidence before interface.
7 customer interviews, claims-call listening, journey mapping and an accessibility review against WCAG interaction patterns.
Customers feared making a mistake that could invalidate their claim. They needed reassurance, a sense of progress and the ability to pause without losing information.
Create a guided claim flow that collects only what is necessary at each moment and makes recovery explicit.
Design rationale
Decisions, not decoration.
Safety before paperwork
The flow first checks whether everyone is safe and surfaces emergency contacts before asking for policy or incident details.
Save-and-resume by default
Every step is preserved locally and synchronized when connectivity returns, reducing anxiety around interruptions.
Accessible status language
Claim states explain what is happening, who is responsible and the expected next step rather than using internal insurance codes.
Iteration
The work evolved through feedback.
Two test rounds included 10 participants, with keyboard, screen-reader and low-vision checks. The flow was reduced from 11 to 7 steps after users struggled to understand which photos and documents were required.
OutcomeQuantitative outcomes are not currently available for public disclosure.
Selected screens
Inside the experience.
What I learned.
In stressful journeys, clarity is a feature and reassurance is part of usability. My next step would be field testing in low-connectivity conditions and co-design sessions with people who use assistive technologies.