Year: 2024
Customers struggling in accessing digital documents and locating recent documents in the inbox in myBaloise resulting in dissatisfied feedback and increased efforts in customer service. In addition, outdated technology of document management bears the risk that digital document cannot be sent anymore (e.g. invoices).
Adoption and funnel shift: The new document overview and review became the main touchpoint within the first month. Usage of the inbox dropped by 32 %, while the new features accounted for over half of all document interactions.
Usage depth: The new overview achieved a higher usage depth (more views per user and longer engagement time) compared to previous solution.
The redesigned experience achieved a CSAT of 4.0 / 5, confirming a positive response.
Impact: Active users shifted within shortly after go-live from old location to the new solution – illustrated by grey (before) and blue (after) bars.
Discovery & Problem Definition
conducted research and business analysis to identify customer needs and behaviour, business requirements.
prioritising user needs, analysed CSAT and customer service data allowed us to define product goals and hypothesis.
Wireframes & Flows
Defined user flows, then designed wireframes to test interaction, architecture, and technical feasibility.
Business Analysis and Design
conducted business analysis to define requirements
created UI design, navigation, and defined concept accessing new document overview – directly and by e-mail notification
Wireframing: exploring different options for document organisation and fast access.
MVP
Iterative design process including usability testing of wireframes, B/W and high-fidelity prototype in close collaboration with product team and stakeholders lead to final version.
Usability Testing: test users overlooked side navigation was overlooked in the usability testing. Decided for progress bar in addition with progress overview between every section which both work for mobile and desktop.
Before: No overview over (new) documents, missing document information in messagebox After: Document overview in chronological order, allowing filtering and faster access.
Figma, Miro/FigJam, Hotjar, Google Analytics, Splunk
Linn 2025