Zurich Santander Seguros

/ INTRODUCTION
01

The Zurich Group and Santander Bank combine forces back in 2011, with insurance products for people, homes, cars and companies. They operate in five countries of south america.

Through an iterative process, I redesigned all online process, alongside with Agencia EGO team, for humans, to find their best products providing a highly visual and customizable interface to easily get quotes, increasing user engagement and sales. Also worked to giving users the ability to send claims and manage them.

My job was to reduce the tasks complexity by first identifying all specific problems that their users were facing, and then optimize the web & mobile app to solve those core pain points. I had to ship a full working prototype, wireframes and guidelines to work later together with the UI and Dev teams. A final QA session was also on the schedule.

/ RESEARCH & DISCOVERY
02

In the first weeks we run a design workshop meetings series with product owners, managers and business experts, starting with all the requirements and functionalities that need to be included in the final product. It was an iterative process, that in every session we concluded with a draft version of a complete user journey inside the app, we used Balsamiq for all of the wireframes and InVision to put together this interactive prototype. We made sure that the final design followed current branding and technical conventions. We tested the redesigned experience with a few users to find opportunities for improvement.

Next to this I felt ready to work with my team on every aspect of the new experience. Using this learnings and all insights from previous research we were able to explore solutions. In less than 6 weeks we were able to see a whole improved and new experience that we, client and users approved.

After that phase I validate with a A/B test, my team and product managers, we started the mid fidelity wireframing and prototyping, alongside with many alternate cases and testing them again with on some users. The feedback was very positives, and besides little changes on UI and copy we were ready to move to next status: Build.

/ DESIGN
03

As about 50% of Zurich Santander existing users are accessing on mobile devices, it was very important to optimize the design for various screen sizes. Since the beginning, I used “mobile first” usage in every sketch and made sure that the design is responsive to accommodate user needs.

We found on the research that many users were struggling with the information and navigation, so for the get-a-quote process we display focus for independent tasks on every screen, and a classic low navigation format to give continuity.

As we began to explore this new insurance request flow, the staggered layout of the form elements came into question (too many). We though that there was a simpler way to construct the page and allow the users to navigate with ease. We updated the visual style that was iterated on and this solutions reflected itself into the rest of the app ecosystem. Once an request for quote is placed, then the user can compare, set and decide about the final contract request.

/ DESIGN
03

As about 50% of Zurich Santander existing users are accessing on mobile devices, it was very important to optimize the design for various screen sizes. Since the beginning, I used “mobile first” usage in every sketch and made sure that the design is responsive to accommodate user needs.

We found on the research that many users were struggling with the information and navigation, so for the get-a-quote process we display focus for independent tasks on every screen, and a classic low navigation format to give continuity.

As we began to explore this new insurance request flow, the staggered layout of the form elements came into question (too many). We though that there was a simpler way to construct the page and allow the users to navigate with ease. We updated the visual style that was iterated on and this solutions reflected itself into the rest of the app ecosystem. Once an request for quote is placed, then the user can compare, set and decide about the final contract request.

/ UI & BUILD
04

The current status of the project, and all this part will be released here in a short future.