Bradesco Seguros
Life Insurance Experience – Dashboards, Quote Simulator, and Claims Flow
Company
Bradesco Seguros
Role
UX/UI Designer
Industry
Insurance
Date
2020 - 2021
Problem:
One of the largest insurance companies in Brazil needed to modernize and digitize its life insurance experience. The existing tools were fragmented, 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 UX/UI 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, focusing on clarity, empathy, and accessibility.
Research Process:
In-depth interviews with 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.
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.