Where it got messy
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
Nobody wants to learn an insurance app while dealing with an accident. I designed and tested a calmer mobile journey that puts emergency help first and explains each next step in plain language.
My Role
Built around real people,
not perfect scenarios. Product thinking + craft
not perfect scenarios. Product thinking + craft
Interface studyScroll to unpack the thinking ↓
The setup
What was really going on.
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
What I designed
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.
What changed
Testing helped cut the core claim journey from 11 steps to 7. More importantly, people could understand where they were, what the app needed and what would happen after they tapped submit.
How I worked
Messy problem, clear path.
- 01Mobile-First UX Design
- 02Accessibility Audit
- 03Interactive Prototyping
- 04Visual Identity System
Discovery
Before opening Figma.
I started by listening for the moments where the experience stopped making sense.
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
Why it works this way.
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.
Test, learn, repeat
What feedback changed.
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.
What we could verifyQuantitative outcomes are not currently available for public disclosure.
Selected screens
A closer look.
What I’d carry forward.
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.