Discovery

The project followed the Double Diamond framework. During the Discover and Define phases, the following activities were carried out:

Analyzed call center data to identify the main insurance-related contact reasons.
Conducted interviews with call center agents, managers, branch employees, and bank managers to understand customers' main questions and pain points.
Organized insights using Affinity Mapping to identify patterns and opportunities.
Prioritized initiatives using the MoSCoW prioritization framework.

Goals

O objetivo foi criar uma experiência digital simples e centralizada, reduzindo a dependência dos canais de suporte e aumentando a autonomia dos clientes.

Research findings

The analysis of call center data and interviews showed that the main friction points led customers to either visit the bank or contact the support line. The difficulties were related to information on payments and direct debit, coverage, policy, claims, documents, and plan details, highlighting the need for a centralized area with all insurance information in a structured way. After synthesizing the insights, the MoSCoW prioritization matrix was applied to prioritize the identified needs.

Solution

The solution was designed to be dynamic, scalable, and modular, supporting more than 40 insurance products integrated with the insurer’s backend services. Due to technical constraints and the need to address the problem quickly, the implementation was split into three incremental releases.

Componets based

The frontend was built using modular and reusable components based on Atomic Design principles, ensuring consistency, flexibility, and scalability.

Project challenges

Outcomes

Insurance Details

MY ROLE

Product designer
Researcher

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The company

Millennium bcp is Portugal's largest private bank and one of the country's leading financial institutions. Beyond traditional banking services, it is also one of Portugal's largest insurance distributors, offering a comprehensive portfolio of products—including health, life, motor, home, and financial protection insurance—through its bancassurance model.