Sectors & challenges

Insurance & Protection

Designing protection that is understood before it is needed and responds when it truly matters.

Insurance is not only coverage. It is a promise about how an organisation will respond to risk, an unexpected event or a moment of particular vulnerability.

I help insurers and insurtech companies turn that promise into products and services people can understand, value and use: from exploring new protection needs to designing, prototyping and validating the experience that will make them real.

Sector challenges

CLARITY
Make what insurance really protects visible
Turn cover, conditions and exclusions into propositions that help people understand what they are buying and make decisions with greater confidence.
CRITICAL MOMENTS
Design a response that supports people
Rethink claims and assistance situations to reduce uncertainty, effort and the sense of abandonment when customers most need a response.
CONTINUITY
Avoid making customers reconstruct their story
Connect intermediaries, digital channels, customer service and operations so the experience retains context and consistency from end to end.
VALUE
Make protection tangible before a claim
Create services that provide value throughout the relationship, not only when an event activates coverage.
EMERGING RISKS
Move from reaction to anticipation
Identify new contexts, behaviours and vulnerabilities to evolve protection towards more preventive and relevant models.
OPERATIONS
Turn the promise into the ability to respond
Design services with product, technology, data, operations, claims, risk and compliance in mind from the outset so the intended experience can truly be delivered.

How I can help

Understand how risk is experienced

I research how people interpret risks, what they consider important to protect, what they expect from an insurer and how those expectations change with their stage of life.

I combine customer research, data and organisational knowledge to uncover needs that do not always fit traditional product and coverage structures.

Rethink the protection proposition

I turn those learnings into new opportunities, value propositions and product and service concepts.

This may mean simplifying an existing offer, rethinking a relationship model or exploring new ways to prevent, support and protect.

Design the complete experience

I work on the end-to-end customer journey and the system required to make it possible.

Customer journeys, service blueprints and service concepts connect the visible experience with intermediaries, operations, technology, data, claims and other actors behind it.

Make the solution tangible

I turn ideas into prototypes that make it possible to experience how the service would actually work: what the customer receives, how they progress, what information they need and how the organisation responds.

The aim is not only to test an interface, but to test the service logic and value proposition.

Learn before scaling

I use customer and stakeholder feedback and user testing to identify what works, what raises doubts and what needs to change.

The learning makes it possible to iterate the proposition, prioritise decisions and reduce uncertainty before implementation or development.

Capabilities

Strategic Design
Design Strategy
Service Design
Product & Service Design
CX Strategy
Product Strategy
Customer-Centric Design
Customer Research
UX Research
Opportunity Framing
Value Proposition Design
End-to-End Customer Journey Mapping
Service Blueprinting
Concept Development
Service Prototyping
User Testing
Iterative Design
Roadmap & Prioritisation
Stakeholder Management
Cross-Functional Collaboration
Facilitation
Data-Informed Decision Making

What this work brings

New protection opportunities connected to real risks and needs.
Products and cover that are easier to understand and value.
A better experience during claims and other critical moments.
Greater continuity across channels, intermediaries and operations.
Services that also create value when no claim occurs.
Solutions tested before major investments are made.
Greater alignment between the promised experience and the organisation’s ability to deliver it.
Less uncertainty when developing new products and services.