Project Description

Ageas Insurance UX/UI

Ageas is one of the top insurers in the UK with over 4 million of customers. Those millions of customers all come with unique experiences and needs from their insurance journeys, from purchasing it online, to accessing their account or making claims.

As a UX/UI designer for Ageas, I worked as part of a compact agile team, utilising data and conducting research to identify and improve weak points in the online user journeys, as well as ensure any business needs were met.

These projects required a full process from research and ideation through to presentation and sign off, working within the fast-paced yet strict legislative environment that comes with the world of insurance. That also means a high-degree of project management and organisation, ensuring that the key stakeholders and product owners had their needs met and were kept in the loop, all while keeping on top of the sprint deadlines.

All of this was achieved by utilising multiple programs and systems, including:

  • Figma for ideation boards, wireframing, and prototype designs
  • Microsoft Office suite for presenting work back to stakeholders
  • Azure Dev Ops for sprint and project management

A selection of what I’ve worked on at Ageas includes:

  • Worked alongside external agencies as the dedicated UX designer on the CRO program, testing conversion rate improvement ideas and gathering feedback before implementing successful tests, or revisiting them if the result was not as expected.
  • Reducing the effort it takes for users to get an insurance quote by reducing the steps needed, or simplifying a complicated section to help legibility and accessibility.
  • Investigating common errors at each stage of the journey and providing solutions of how these pain points could be mitigated.
  • Surveying a brand refresh to see what impact it had on users, and how to continually improve it going forward.
  • Researching how the products appear on comparison sites, and comparing it to how we present ourselves in order to match up as closely as possible to reduce potential user confusion.
  • Prototyping changes to journeys so that the experience is in-keeping with the latest industry legislation updates.

Highlight: Online claims reporting journey

Early wireframes for a section of the online claims journey.

Hi-fidelity mock-ups of the online journey following rounds of feedback.

As part of the growing online claims reporting facilities, new user journeys were required to be designed and developed.

A unique aspect to this work was that the questions and answers of journeys already existed as part of the call centre service, previously the only way for users to provide this information regarding their claims. So this piece was adapting the information within telecoms service used by the phone operators and translating it to be end-user friendly.

Especially with the potentially high-stress and vulnerable nature of making an insurance claim, the tone of voice and layout were carefully considered to make the process as clear and simple as possible.