2023 · AmTrust Mobile Solutions · Fintech · Claims & Underwriting
Making device insurance feel routine
Redesigned the claims and underwriting platform for one of Africa's largest device-insurance providers - translating regulated, paperwork-heavy workflows into a calm, conversational product.
- Role
- Senior Product Designer (lead)
- Team
- 1 PM, 6 engineers, 1 researcher
- Duration
- 14 months
- Discipline
- Fintech · Claims & Underwriting
Context
AmTrust Mobile Solutions underwrites device insurance across retailer and carrier partners in Africa. The legacy platform was a patchwork of vendor screens - each claim or policy change required staff to bounce between four systems, and customer-facing flows leaked at almost every step.
The problem
How do you redesign a regulated insurance product without softening the rigour the regulator demands - and without forcing staff to relearn their job?
Approach
- 01
Ran a structured audit of every claim path, mapping legal requirements to actual user behaviour.
- 02
Established a shared design language and the first formal component library across mobile and web.
- 03
Co-designed the claims wizard directly with claims agents - using their language, their checks, their order of operations.
- 04
Prototyped underwriting decisions as a single, scannable surface instead of a five-tab form.
Outcome
- →Measurable reduction in claim abandonment and processing time
- →First production design system at the company, now used across 4 partner brands
- →Underwriting decisions completed in a single session where the legacy flow required multiple
Reflection
“The win wasn't a prettier interface. It was getting regulated work to feel like the obvious next step, every time.”