The customer portal had underwent partial redesign, but many major pages and functionalities were not yet designed. The goals of the redesign were to focus on improving information accessibility, reduce customer service contacts, and enhance mobile-friendliness. The goals were something that I kept in mind through the whole design process.

Collaborating with a service designer and project manager, I initiated the redesign with the Bills-page. We benchmarked similar services, and I crafted the initial design draft, which was used to gather feedback through usability interviews run by the service designer. I iterated the design based on the feedback. After that, I extended the redesign to the Own insurances-page and used the same method of looping design and user feedback. The process was continued with other pages such as Messages and Offers.

The customer was happy with the redesigned pages and continues to develop the portal. Insurance is a complex industry, so the design process was very iterative and flexible to ensure that the portal fulfilled not only the user needs but also the business and juristic.