Case study: Simplifying Insurance Policy Management with a new interface
Hello, I’m Alex Andreev, Lead Design System at QIC digital hub. In this article, I will share our experience in improving the process of managing insurance policies for clients, which I worked on as a Lead Product Designer. The project was focused on designing a user-friendly interface for insurance policy management that would help clients minimize the need to visit offline branches.
Challenge
Customers used to visit QIC’s offline branches in Doha quite often for routine tasks such as renewing policies, making installment payments, or upgrading their insurance plans. This process was time-consuming and required users to adhere to branch hours of operation, while an online solution would allow for many requests to be met 24/7, increasing the efficiency of the company.
Project Objectives
The main objective of this project was to create a digital interface that allows QIC customers to manage their insurance policies online, thereby enhancing convenience and reducing the need for in-person visits. My individual contribution was in designing this user-friendly interface.
Designing the Digital Interface
User Flow and Navigation Structure
The first step was to map out the user flow and define the navigation structure for the new interface:
This involved identifying key functions that users would need, such as making claims, managing installments and billing, updating personal details, and contacting support through a chat feature:
Initial Concept and References
To ensure a seamless authorization flow, I explored various references, including the “Wise” platform, which offered a simple one-field authorization solution. This simplicity guided the design of our own authorization process.
Team
The project team consisted of a business analyst, content designer, project manager, and product designer. Despite its small size, our collaboration played a key role in shaping the interface. Additionally, at various times, I collaborated on this task with Alexey Losev, Lead Product Designer, and Artem Tselentis, Product Designer, which significantly contributed to the project’s success.
First Draft of the Interface
The initial draft aimed at providing customers with comprehensive information about their policies and enable them to make claims easily. The navigation allowed users to switch between various functions, such as installments, billing, and personal details updates. In addition, a prominent “Add New Policy” button was included to increase sales.
Detailed User Journey
Entry Point: Users start their journey in the home page on qic.online, where they can log in or click the “New Policy” button.
Login Options: Users can log in using their phone or policy number, followed by an OTP verification.
Policy Selection: Depending on the number of policies connected with their account, users can select the relevant policy or skip this step if only one policy exists.
Home Page: Users can view their policy details such as type, status, policy number, insurance period, and specific information related to their policy type (e.g., car insurance or home contents insurance).
Policy Management: Users can manage their policies by renewing, upgrading, or viewing a breakdown of installment payments.
Download Documents: Users have the option to download policy documents, receipts, and other relevant documents at any time.
Design Constraints
Initially, we used simple icons to represent different policy coverages due to ongoing development of a custom icon pack. This temporary solution provided functionality while maintaining a concise design.
Upgrading and Renewing Policies
Users can upgrade their Third Party Liability (TPL) car insurance policy to comprehensive coverage with a simple click. They can also easily renew policies. The process involves selecting the type of policy, payment method (monthly or full payment), and entering payment details.
Results and Impact
For Customers
The new interface allows customers to perform most common operations with their policies online, significantly reducing the need to visit physical branches.
For Business
The new digital interface has reduced the workload on QIC branches, improving operational efficiency.
Current Status and Future Plans
This feature was released in early 2024, and we are eagerly awaiting user feedback to assess its performance and identify areas for improvement. The next iteration of the interface will include a personal profile feature, allowing users to update their personal details.
