Customer portal for insurance claim handling
Role: UX/UI Design
Tools: Figma
Context
i-surance (now bolttech) is a B2B2C insurtec that develops customized insurance products for its partners. In 2021, the company gained BackMarket as a new customer and launched a new device insurance program. I was part of the team that was responsible for the customer portal where clients could handle their insurance policies and claims.
Challenges
i-surance had 8 weeks to define the insurance product itself and to set up the customer portal. Therefore, we reused an existing customer portal from another client. Some processes needed to be adapted or newly created for BackMarket:
· Registration on the platform
· Phone case request
· Battery replacement
· A new look and feel that combines BackMarket's and i-surance's branding
Besides the customer portal, a landing page was needed as well.
Influencing factors
The team took several decisions to speed up the implementation.
· We agreed to the use of the Ant design system and library
· To reduce potential risks, functions should be basic and MVP-like.
Requirements
The requirements were created by the product manager. I created the first proposals and a prototype to test. The main results with 10 participants were:
· Some users had issues finding where to order a phone case and download the battery replacement discount PDF. Therefore, I improved the empty state in the 'policy extra request' section by adding CTA's
· The flow of ordering the phone case was for several testers not clear enough and needed to be improved.
Registration on the platform
The registration was different than in other customer portals. Besides registering through the email received during the contract creation, users should be able to do it as well coming from the landing page. For legal reasons, we had to make sure we obtain the birthdate of the contract holder if it wasn't in the system yet.
Phone case request and battery replacement discount
Phone case request and battery replacement discount
The insurance included a phone case and a battery replacement which users can request in the portal. These processes were created together by the product manager, BackMarket and the executing partners.
The insurance included a phone case and a battery replacement which users can request in the portal. These processes were created together by the product manager, BackMarket and the executing partners.
The phone case provider didn't have a case for all types of phones. If there was no one available, users could buy one in the BackMarket store and get it refunded.
To get the battery replacement discount, the insurance holder could download a PDF and go with it to one of the partner's shops.
