Insurance onboarding  redesign

To become a Movir client, applicants complete a health questionnaire and wait for an underwriter's decision. Too many steps were done by hand, and underwriters and applicants went back and forth for clarifications. On average, it took 72 days from a completed questionnaire to acceptance.

We ran online tests where applicants completed the questionnaire while speaking out loud, and interviewed them afterwards. In parallel, we analyzed more than two months of completion and drop-off data. Four underwriters walked us through how they work and what the system needed to support.

The key finding: the questionnaire itself was the obstacle. It took about 15 minutes on average and required supporting documents, which is a lot to ask in one sitting. Along the way I learned how deep the complexity of insurance policies goes.

The brief covered two connected design projects. I led both.

The questionnaire

Applicants can now save their progress and continue later, and it is clear up front which documents are mandatory for a request to be accepted.

The underwriter screens

New acceptance screens, supported by AI that summarizes each application, flags risk and missing data, and automatically accepts or denies attached documents, so underwriters can focus on the decisions that need a human.

Average time from completed questionnaire to acceptance fell from 72 days to 34, and to 28 after further improvements. For underwriters, the first assessment of a request went from almost 3 days to about 1.

Team: a researcher, a development team, an AI/ML developer, and underwriters as advisors.