Highlights

Working as a consultant for Gjensidige, I’ve helped optimise their user experience within digital claims reporting solutions. Including creating their first commercial claims reporting solution, which is highlighted below.

Client__Gjensidige

Date__26/03/2024-2025

- Helped design a new claims reporting platform for commercial customers
- Create new features, such as a way for customers to contact craftsmen directly
- Optimised questionnaires and microcopy
- Created automated digital experiences
- Data analysis via Piwik & Hotjar
- Workshops, interviews, journey mappings, listening to customer calls, reports etc.
- Collaborating with developers and business stakeholders in an agile setup
- Helped implement new ways of working, such as the product trio, fostering closer collaboration
- Introduces design meetings to improve and speed up design feedback
- Participated in accessibility training and workshops
- Implemented accessibility improvements throughout the user experience

Creating the first commercial claims portal

Scope

Challenge
A recent KTI report 2024, shows that Gjensidige scores low in self-service solutions for commercial customers, but high in personal care. The current digital solution is a form-based formula sent to Gjensidiges customer centre by email. Sounds old school.. it is.
Solution
Inspired by Gjensidige's human approach to customer care, we crafted a digital solution that gives customers easy access to digitally report claims and follow the progression.
Research

Workshop
To kick of the project, I facilitated a workshop with internal stakeholder to understand the business needs.
Interviews
To understand the user needs and pain points we interviewed different types of costumers.
KTI-reports
We looked at overall costumer reviews of our current commercial solution.
Design

Mapping
Ending the researching we mapped all of the pain points and needs.
Designing in Figma
After understanding what needed to go into the design, we created high fidelity wireframes of the different sections - claims report, overview and details.
Design refinement
We refined the design with both business stakeholders and our developers to create a working solution.
User testing

Data insights
After our developers set the solution in production, we sat up funnels in Piwik to get insights into the users behavior and possible optimizations of the designs.
User test
We are currently planning user test with active users
Continued design

More design
After we have delivered the first parts of the solutions we are continuously delivering more designs to our developers and putting more insurance types into production.