Eastwest ageas insurance
Designing for Scale: Streamlining UX Across Multi-Platform Insurance Journeys
In 2022, EastWest Ageas Insurance launched a company-wide digital transformation. As a product designer on the team, I helped build a scalable design system and streamline complex workflows for prospects, agents, and policyholders. The new experience reduced core system costs and cut policy-issuance times, replacing paper-heavy steps with a seamless, fully digital journey completed in just one year.
Timeline
From discovery to final designs across website, sales portal, and customer portal within one year (2022–2023).
Background
The initiative aimed to eliminate paper-based transactions and create a unified, intuitive experience for every stakeholder by redesigning three key platforms: a website that strengthened brand recognition and simplified policy exploration, a sales portal that empowered agents to sell and manage policies entirely online, and a customer portal that allowed policyholders to handle after-sales needs with clarity and ease.
A collaborative, step-by-step approach with the business and cross-functional team, covering research, planning, design, development, testing, and optimization to deliver a seamless insurance digital experience.
Research & Planning
Worked closely with the business and cross-functional team—including product owner, BAs, QAs, and full-stack developers. Conducted user interviews to understand insurance-specific needs, mapped complex workflows, and defined requirements to guide the design and development process.
Design & Prototyping
Collaboratively created prototypes that addressed complex insurance workflows. Iteratively refined designs through continuous feedback from users and the team to improve usability and ensure alignment with business goals.
Development & Implementation
Developed a scalable design system that maintained consistency across the website, sales portal, and customer portal. Leveraged agile methodologies and close collaboration with full-stack developers and QAs to deliver a seamless end-to-end digital experience.
Testing & Optimization
Collaborated with QAs to validate complex workflows through end-to-end testing and user feedback sessions. Continuously optimized the interface based on real-world usage data, ensuring the final product remained scalable, accessible, and aligned with evolving business requirements.
Applied a research-driven approach to create a seamless digital ecosystem for EastWest Ageas Insurance, unifying the website, sales portal, and customer portal through Agile workflows, scalable design systems, and cross-functional collaboration.
Agile & Workflow
Implemented Agile methodologies to enable iterative improvements, faster collaboration, and alignment with business goals. Streamlined design-to-development workflows for rapid delivery
Design System & UX
Developed a scalable Figma-based design system, ensuring consistency, responsiveness, and accessibility across all platforms. Conducted user research to validate concepts and guide data-driven design decisions.
Connected Experiences
Created cohesive interfaces across all platforms, delivering a unified insurance journey for prospects, agents, and policyholders.
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition.
Increased Efficiency
Reduced application time from 90 to 30 minutes and policy issuance from 3 days to 1 day, improving overall customer satisfaction.
Design Consistency & Cost Savings
Improved design quality and consistency, resulting in fewer iterations during development and a 60% reduction in core system development costs.
Time-To-Market
Accelerated the launch of new insurance products from 4 months to 2 months, enabling faster business growth and responsiveness.
