21 Vek - Online insurance
Insurance company "Twenty-first century" is betting on online insurance, CRM insurance for businesses, online chat support and a convenient user account.
Service
Segment
B2B, B2C
Project Overview
JSC IC "Twenty-first century" is a universal insurance company that has been successfully operating in the Russian and international markets since 1994.
Key Highlights
Conducted interviews with the client to clarify business goals and user needs.
Identified three key user roles:
B2B client (corporate customer),
Individual customer (private user),
Internal employee (HR and admin roles within the company).
Information Architecture:
Developed the portal structure tailored to the needs of all three user types.
Aligned the architecture with the client and refined it based on their feedback.
UX Prototyping:
Created interactive prototypes covering key user scenarios.
Conducted review sessions to validate and approve the flows.
Design Process:
Proposed a design concept as part of a team of three designers — my concept was selected.
Developed high-fidelity UI mockups based on the approved direction.
Built a complete design system, including UI guidelines and a graphic brandbook.
Challenges & Adaptation:
Worked remotely from Kazakhstan while designing for a Russian insurance market.
Had to quickly learn and adapt to local industry specifics such as SNILS, insurance plans, and regulatory conditions in Russia.
Achieved Goals
Completed the project in an intensive 2–3 month timeline.
Based on joint forecasting and analysis between our team and the client’s stakeholders, the redesigned platform is expected to:
Increase authorized capital by 24% (baseline: ₽600 million in 2024).
Boost net profit by 10%.
Grow the number of loyal (repeat) business clients by 60%.
Increase new client acquisition through digital channels by 58%.
Reduce operational errors in interactions between HR staff, B2B clients, and B2C clients by approximately 35–40%, thanks CRM App and improved UX clarity.
Reduce processing time for key tasks (e.g., application review, document upload, internal approvals) by 25–30%, freeing up time for strategic and customer-facing work.
Improve internal communication and efficiency, leading to better collaboration across departments and fewer manual interventions.
Go Back
