Bradesco Seguros
Insurance Experience – Dashboards, Quote Simulator, and Claims Flow
Company
Bradesco Seguros
Role
UI/UX Designer
Industry
Insurance
Date
2018 - 2021
Problem:
Bradesco Seguros is one of the largest insurance companies in Brazil, with annual profit of USD $2B in 2024.
The company needed to improve its insurance experience as the existing tools were outdated, unintuitive, and created friction both for customers and internal teams. In particular, the claims submission process was unclear and generated confusion among users.
Solution
As the UI/UX Designer, I worked on three key initiatives:
Management dashboards for internal tracking of policies, requests, and strategic KPIs;
A life insurance simulator on the company’s website, designed to reflect real-life contexts like family profile and income;
A complete redesign of the online claims communication flow for the website and the mobile app, focusing on clarity, empathy, and accessibility.
Management Dashboard
Research Process:
In-depth interviews with insurance brokers and customers who had submitted claims to uncover pain points and emotional gaps;
Workshops with internal departments (claims, legal, sales) to understand business and operational constraints;
Journey mapping to identify critical friction points;
Benchmarking with financial services, national and international insurers;
Prototyping and user testing to validate comprehension, tone, and trust across the new flows.
Flow Mapping
Benchmark and Heuristic Evaluation
Usability Testing
Mobile App
Insurance Quote Simulator
Claims Flow
Outcome:
The project delivered tangible improvements in user experience and business performance.
The quote simulator increased lead generation by 31% after launch.
The new claims flow led to a 27% drop in customer support tickets related to the claims process.
The internal dashboards enhanced visibility and improved operational response time.