Product design engagement · for an insurance group
Claimed
A unified claims platform connecting members, brokers, insurers, and providers for an experience tailored to each member’s needs.
What We Did
- Multi-portal platform design
- Competitive positioning
- Innovation sprint facilitation
- Rapid prototyping & user testing
The Outcome
One portal for members, brokers, and providers.
The previous platform treated members, brokers, and providers as separate users with disconnected experiences. By re-framing the claims process as a single journey with shared touchpoints and handovers between actors, we created a unified, streamlined platform that better supports collaboration.
Member portal home page
The Results
50%
Improvement in claims satisfaction
(measured within alpha)
$6m
Program funding secured
(delivery ongoing)
The Approach
Finding the opportunity amongst the competition.
Benchmarking competitors against two value spectrums revealed a clear opportunity to provide a differentiated and needed service in a crowded market.
The Approach
A two-week innovation sprint.
Everyone solves problems differently. Our innovation sprint accounted for this — a series of activities over two weeks that shaped a leading claims experience aligned with our client’s vision.
Idea platform
Participants captured ideas freely throughout the two weeks on a shared platform — documenting, expanding, and collaborating on concepts whenever inspiration struck.
- Innovation workshops
- Inspiration talks
- Daily shorts
The Approach
Rapid prototyping and user testing.
Different stages of a product call for different testing. We validated assumptions quickly, mixing broad tests people completed in their own time — through social channels and remote testing tools — with guided one-on-one sessions using realistic interactive prototypes.