Gideon Lyomu
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Web Application

Insurance Self Services Portal

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Gideon Lyomu
Gideon Lyomu
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  • Residence:
    Kenya
  • City:
    Nairobi
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Insurance Self-Service Portal for a Kenyan Insurance Company

UI Design
  • Status:

    Completed

  • Location:

    Nairobi, Kenya

Project Overview

Note: A couple of details about this project, including the client name are classified. For the same reason, I have blurred the logo on the screens. 

Insurance processes can be complex, time-consuming, and often require physical visits or paperwork. To improve customer experience, a Kenyan insurance company sought to develop a self-service portal where users could purchase policies, file claims, and manage their insurance online.

I was responsible for the UX/UI design, ensuring the portal was intuitive, accessible, and efficient for users with varying levels of digital literacy.

My Role:

As the UX/UI designer, I was responsible for:

  • Conducting user research to understand pain points in the insurance journey.
  • Creating wireframes and high-fidelity prototypes.
  • Designing a responsive and user-friendly interface.
  • Ensuring a seamless flow for policy purchases, claims, and document uploads.

The Problem: 

The existing process was:

  • Cumbersome and slow – requiring manual paperwork and in-person visits.
  • Confusing for users – difficult to navigate insurance products and claims processes.
  • Not mobile-friendly – making it hard for users to manage their policies on the go.

The Problem

The company needed a modern website that: Improved accessibility to product details and farming resources. Enhanced user navigation for different customer segments (small-scale and large-scale farmers, distributors, etc.). Made it easier for farmers to find and purchase seeds.

 

My Role

I was responsible for the UX/UI design and development of the website, focusing on usability, responsiveness, and aesthetics.

 

The Design Process

Step 1: Research & User Needs

  • Conducted user interviews with policyholders and potential customers.
  • Mapped out common frustrations in the insurance purchasing and claims process.
  • Analyzed competitor self-service insurance portals for best practices.

Step 2: Wireframing & Prototyping

  • Designed low-fidelity wireframes to map out the core user journey (buying policies, filing claims, tracking claims).
  • Created high-fidelity prototypes in Figma to visualize the final UI.

Step 3: UX/UI Enhancements

  • Simplified onboarding: Users could register, verify details, and access their dashboard quickly.
  • Streamlined policy purchase flow: A step-by-step process with clear comparisons between insurance plans.
  • Easy claims submission: Users could upload required documents and track claim status in real-time.
  • Mobile-first design: Ensured accessibility across all devices, especially smartphones.
  • Clear call-to-actions (CTAs): Making it easy for users to take the next step without confusion.
The Solution

The final design featured:

  • A user-friendly dashboard showing policy details, renewals, and claim status.
  • An intuitive claims submission process with guided steps and document upload functionality.
  • A seamless policy purchasing experience, allowing users to compare and buy policies easily.
  • Real-time notifications for claim updates, policy expirations, and pending actions.
Impact & Results

Although I was responsible only for the design, the expected benefits included:

  • Faster claims processing, reducing the need for manual follow-ups.
  • Increased digital policy purchases, improving customer convenience.
  • Higher user engagement, as customers could access services anytime, anywhere.
Lessons Learned
  • Insurance UX needs clarity and simplicity to build trust and confidence.
  • Users appreciate step-by-step guidance when dealing with complex processes.
  • Mobile-first design is crucial, as many users prefer managing policies on their phones.
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