Customer portal for BackMarket x
i-surance (now bolttech)
User interface design
OVERVIEW
In 2021, i-surance onboarded Back Market as a new client and launched a tailored device insurance program. As part of this collaboration, we developed a customer portal that allows users to manage their insurance policies and submit claims with ease.
ROLE
Responsible for research, design, UX writing and user testing
TEAM
1 designer, 1 product manager and 4 engineers.
TIMELINE
August to November 2023
LEARNINGS
Manage expectations of different stakeholders and how to ask for feedback
Landing page, mobile version
8 WEEKS CHALLENGE
i-surance had only eight weeks to define the insurance product and set up the customer portal. To meet this tight deadline, we repurposed an existing portal developed for another client. However, several processes had to be adapted or newly created to meet Back Market’s specific needs.
INFLUENCING FACTORS
To accelerate implementation, the team made several strategic decisions. We agreed to use the Ant Design system, and to minimize risks, we kept functionalities basic and MVP-like.
Customer portal
FIRST DESIGN
The requirements were defined by the product manager, with a strong focus on security and the new policy features agreed upon with Back Market. Based on these, I created the first design proposal and developed a prototype, which we tested 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.
TIMELINE
For several testers, the ordering process for the phone case was not clear enough and needed improvement.
NEWLY ADDED FLOWS
Registration
The registration flow differed from other customer portals. In addition to registering via the email sent during contract creation, users also needed the option to register through the landing page. For legal reasons, we had to ensure the contract holder’s birthdate was collected if it hadn’t already been stored in the system.
Registration page
Phone case request
The insurance included a phone case and a battery replacement, both of which users could request through the portal. However, the phone case provider didn’t offer cases for all phone models. In such cases, users were instructed to purchase a case from the Back Market store and submit it for reimbursement.
Phone case request flow
Battery replacement discount
For the battery replacement discount, policyholders could download a PDF voucher from the portal and redeem it at a partner shop.
Battery replacement page
