Vehicle Insurance Self-Service
Renewal, vehicle details, claim intimation and policy servicing — insurance journeys designed for clarity under urgency.
Client
Insurance Client (confidential)
Role
UX/UI Designer — journey design and service screens.
Platform
Mobile · Voice + Visual UI
Confidentiality: Client identity and policy data are confidential.
01Overview
Vehicle insurance self-service: renewal, vehicle details, claim intimation and policy servicing — insurance journeys designed for moments of urgency.
02Context
Vehicle insurance interactions happen in stressed moments — a renewal deadline, an accident, a lost policy. Users needed fast, unambiguous paths with minimum reading and maximum clarity.
03User Journey
Service journeys
04UX Decisions
01Urgent paths first
Renewal and claim intimation lead the interface — the two reasons people actually call.
02One clear action per screen
In a stressful moment, a single obvious next step beats a rich menu.
03Human exit stays visible
Claim-related screens always offer agent handoff — urgency is not the time for maze navigation.
06Edge Cases
Good UX is what happens when things go wrong. Each case: the problem, the user-facing message and the recovery action.
Claim outside window
Edge caseIntimation is filed after the allowed period.
“This intimation is outside the reporting window.”
Recovery: Explain next steps and connect to an agent with context.
Renewal lapsed
Edge caseThe policy already expired.
“Your policy has lapsed. Renewal is still available.”
Recovery: Offer renewal with any lapse implications shown clearly.
07Final Experience
Service home
Service home
Urgent paths first — renewal and claim intimation lead.
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Claim intimation
Claim intimation
The what, when and how, captured clearly — with a human exit always visible.
Schematic placeholder — add an approved screenshot via data/case-studies.ts