Case 03 · Insurance client (via EPAM) · 2025
Insurance Portal Design
Dual-track delivery: an InsurTech MVP and a token-driven multi-brand design system.
About the project
The client is a major insurance provider in the European market, delivering comprehensive home and tenant insurance packages. The brief: a modern digital portal serving two user bases — policyholders who wanted self-service, and mortgage consultants who lived in high-density daily workflows.
The deeper challenge was architectural: ship a working portal AND build a system underneath it that prevents the next portal from being built the same way.
Problem statement (Why was this needed?)
Technical discovery surfaced profound inefficiencies under the existing experience.
- Fragmented backends — Disconnected ecosystem of legacy carrier, HUB, and iSeries portals with zero automated data flow.
- Manual bottlenecks — Brokers re-keyed policy and customer data between platforms, costing time and introducing errors.
- Servicing friction — Policyholders lacked basic digital self-service. Every Mid-Term Adjustment meant a support call.
- No shared system — Brand partners (Connells, SHMS) built parallel UI from scratch each time.
The solution had to ship a portal AND establish a system that made the next portal cheap.
User research & personas
Three distinct user groups
Mortgage Consultants, Back-Office Agents, and Policyholders — three roles whose needs barely overlapped, all sharing one portal.
Journey mapping
Mapping the Mortgage Consultant journey
From the new Indicative Quote step in HUB through the Full Quote handoff into the new portal — surfacing the pain points the MVP had to resolve.
Design system
Tokens supporting the portal
Contributed to a token-driven component library powering the portal. Not the lead DS designer — owned how the portal consumed and themed the system.
Big Rocks
Concepts and final mocks
You've seen the preview
The full story — research, decisions,
ambiguity — is a conversation.
When we connect, I'll walk you through the full project in detail.