Customer portal myBaloise is the center for customers to organise online insurance. Customer feedback and usage analysis show potential to create a consolidating strategy and vision for digital customer experience of the portal and across touchpoints. A small research project should shed light on this potential and uncover opportunities, for example feature improvement of contract overview.
This project only covers research as guidance for the "Portal"-product team. Testing and implementation is within scope of my successor.
Discovery & Problem Definition
conducted user research and business analysis to identify customer needs and behaviour, business processes and technical challenges.
consolidated insights serve as basis to define quickwins and opportunities across platforms
For example, research revealed that users struggle to understand their coverage and were unsure where to find relevant contract information.
Proof of Concept & Design:
intentionally worked within backend limitations, ensuring the concept could be implemented quickly without system or business process changes.
developed wireframes and first high-fidelity prototypes.
Figma, FigJam, Hotjar, Google Analytics, Splunk
Linn 2025