Specialist Insurer
Project Overview
Modernising a leading insurance company's underwriting workbench and enhancing user experience to meet evolving industry demands
Project Overview
A global FTSE 100 insurance company approached us with a clear goal: modernise their underwriting workbench to meet the growing demands of a fast-changing industry. With teams across Europe, the US, and Asia, they needed a solution that could scale, streamline workflows, and bring clarity to a complex, high-stakes environment.
I was brought in to lead the UX and design direction. This involved partnering closely with domain experts and underwriters to understand the platform’s real-world challenges, align on goals, and shape a design approach rooted in both usability and business value.
Project Approach
We began with a deep discovery phase, combining stakeholder workshops, knowledge-sharing sessions, and user interviews. This helped surface key pain points, uncover inefficiencies, and identify opportunities for improvement. Based on these insights, we mapped out user journeys and defined a clear product roadmap.
Once aligned, we moved into design. I developed wireframes, prototypes, and a refreshed UI that prioritised clarity, efficiency, and ease of use. Alongside this, we built a scalable design system to support consistency across teams and future-proof the platform as it evolves.
Throughout the process, we stayed close to the client—sharing progress regularly and collaborating with underwriters to validate decisions as we went. Our designs received strong early feedback and were approved for development, with continued involvement to support implementation and maintain design quality.
Project Outcome
The redesigned underwriting workbench brought a much-needed shift to the platform’s usability. Outdated, fragmented interfaces were replaced with a cleaner, more intuitive experience that made day-to-day tasks faster and easier to manage.
Early feedback from stakeholders was positive, with underwriters validating the direction and confirming the designs addressed real frustrations. That buy-in gave the team the confidence to move forward into development.
The design system we introduced became a key part of the transformation. It brought consistency across the platform, reduced complexity for future updates, and gave internal teams a clear foundation to build on.
The product is now in development, with ongoing collaboration between design and engineering to ensure the execution stays aligned with the original vision. This close feedback loop has helped resolve challenges quickly and protect the quality of the user experience.
Next work
