INZMO had no self-service platform. All policy updates, claims and payment changes were handled manually via support. I was tasked with designing their first-ever self-service portal, enabling users to manage insurance tasks independently on both desktop and mobile.

I ran the full design cycle: flow mapping, low-fi prototyping, internal testing and external usability studies. I iterated on navigation clarity, claim visibility and payment flows, keeping the design intuitive and aligned with INZMO’s brand and claims system.

We ran two rounds of testing, first with internal team members, then with recruited external users. The feedback led to major UX wins: a left-side nav for consistency, cleaner payment logic and clearer claim progress.

To keep improving after launch, I designed a feedback modal that appears after logout. A short step-based form lets users rate their experience, leave comments and report issues, collecting insight from live usage without disrupting it.

The MVP launched in May 2025 and has been running smoothly without user-reported issues. Feedback from the integrated form now informs the next round of improvements.