Westland Insurance Client Portal UX/UI Case Study
In the rapidly evolving landscape of digital insurance services, Westland Insurance sought to enhance its customer experience through a comprehensive Client Portal. In this case study, I recount my experience as the lead Product Designer responsible for the UX and UI of Westland Insurance's Client Portal. This project was a testament to the power of user-centred design and the synergy between a dedicated Senior product designer, a diligent product manager, and insightful stakeholders from Westland Insurance and Acturis.
Westland Insurance
2021
Insurance / Finance
Project Overview
The project was initiated to prioritize the development of a Client Portal over an ongoing website redesign, driven by the need for a seamless integration with Acturis's core system. The goal was to create a user-friendly, efficient, and visually appealing portal that catered to the needs of Westland's diverse clientele.
Understanding the User:
Before diving into design, I conducted a discovery workshop to understand user needs. I developed personas for new and existing customers, which guided the creation of a comprehensive user flow covering account creation, policy management, claims, payments, and customer support.
Snapshot of Miro Board during workshop
Wireframing the Experience:
With a clear user flow, I crafted wireframes that laid the foundation for the portal's structure. Through iterative stakeholder feedback and navigating Acturis's technical constraints, I refined the wireframes to ensure they met user needs and technical feasibility.
Crafting the Visual Language:
A stylescape was created to establish the visual tone of the portal. This crucial step provided a reference point for design decisions and offered stakeholders a glimpse into the portal's visible future.
Bringing the Design to Life:
The framework design phase saw the application of the stylescape to key pages on mobile and desktop, demonstrating the portal's look and feel. Stakeholder feedback was instrumental in refining these designs, ensuring alignment with the project vision.
Final UI Designs:
With the framework approved, I completed the UI designs for the entire portal. This phase transformed the wireframes into a polished, user-centric interface ready for development.
Seamless Handoff to Development:
Utilizing Zeplin, I ensured a seamless transition from design to development. This tool allowed me to convey design specifications accurately, fostering an efficient and error-free development process.
Conclusion:
The Westland Insurance Client Portal is a testament to user-centered design and collaboration. This case study has chronicled the journey from an initial concept to a fully realized digital product, emphasizing the importance of understanding user needs, iterative design, and clear communication between design and development teams.
