Clear and efficient navigation in accessing digital documents

Year: 2024

Briefing

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 In addition, outdated technology of document management bears the risk that digital document cannot be sent anymore (e.g. invoices).

Role

Product Designer and deputy Product Owner during implementation. Responsibilities included user research, data analysis, business analysis, monitoring, dev handover, testing, sprint planning and stakeholder management.

Impact

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.

Adoption and funnel shift: The new document overview and review became the main touchpoint within the first month. Within the first month, 32% of active users adopted the new document experience.
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 from 3.9 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.

Tasks

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.

Discovery & Problem Definition

conducted research and business analysis to identify customer needs and behaviour, business requirements.
prioritised user needs, analysed CSAT and customer service data, moderatied core team workshop 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

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.

Usability Testing: side navigation was overlooked in 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.

Tools

Figma, Miro/FigJam, Hotjar, Google Analytics, Splunk

Linn 2025