Direct Line Group, policy management experience.
Designing a straight-through policy management experience across all digital consumer touchpoints for major Direct Line Group brands
Legacy policy management constraints
The original policy management experience was built on the Guidewire Insurance Platform, which created several limitations:
- Users could not hold more than one insurance policy under a single account
- Limited account functionality made it impossible to action multiple policy changes at once
- Policy change functionality sat outside the user account, requiring users to leave it to make changes
Objective
The primary objective was to unify all policy management functionality under a single sign-in. The secondary objective was to enhance and expand the policy management experience across major brands: Direct Line, Churchill and Privilege.
This case study focuses on the work delivered for the Direct Line brand.
Users can navigate between four tabs, with the Saved policies tab displaying all policies associated with their account.
Designing the Churchill policy management experience using the same information architecture and component library validated the scalability of the design system. What took months for Direct Line was delivered significantly faster for Churchill. Design thinking process had already done the heavy lifting.
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