Customer portal
BackMarket x i-surance
UX/UI DESIGN
INTRODUCTION
i-surance (now bolttech) is a B2B2C insurtec that develops customized insurance products for its partners. In 2021, the company gained BackMarket as a new customer and launched a new device insurance program. We created a customer portal where clients could handle their insurance policies and claims.
ROLE
Responsible for the UI design, bringing together the branding of the 2 companies, usability testing
THE TEAM
Solo designer, 1 product manager, 3 developers
TIMELINE
January - March 2021
CHALLENGE
8 weeks
i-surance had 8 weeks to define the insurance product itself and to set up the customer portal. Therefore, we reused an existing customer portal from another client. Some processes needed to be adapted or newly created for BackMarket.
INFLUENCING FACTORS
Speed up the implementation
The team took several decisions to speed up the implementation. We agreed to the use of the Ant design system and, to reduce potential risks, functions should be basic and MVP-like.
FIRST DESIGN
The requirements were defined by the product manager. They focussed on security and the new policy extras agreed on with BackMarket. I created then the first design proposal and a prototype to test with 12 participants.
Testing results
Some participants had issues finding where to order a phone case and download the battery replacement discount PDF. Therefore, I improved the empty state in the 'policy extra request' section by adding CTA's.
For several testers, the flow of ordering the phone case was not clear enough and needed to be improved.
NEWLY ADDED FLOWS
Registration on the platform
The registration was different than in other customer portals. Besides registering through the email received during the contract creation, users should be able to do it as well coming from the landing page. For legal reasons, we had to make sure we obtain the birthdate of the contract holder if it wasn't in the system yet.
Phone case request and battery replacement discount
The insurance included a phone case and a battery replacement which users can request in the portal.
The phone case provider didn't have a case for all types of phones. If there was no one available, users could buy one in the BackMarket store and get it refunded.
To get the battery replacement discount, the insurance holder could download a PDF and go with it to one of the partner's shops.
