Insurance customer app

Allianz・Mobile app・2017

Overview

This project focused on defining the information architecture and core structure of Allianz’s mobile app for insurance and pension customers. The aim was to organise product, payment, claim, health-tracking, and emergency-service information into a format that could be understood easily on mobile.

Agency

I-AM Istanbul

My Role

Research · Workshops · Information architecture · Wireframing · UI design contributions for revisions

Challenge

Insurance and pension systems involve terminology, rules, and processes that many customers are unfamiliar with. The main challenge was to translate these complex services into a mobile-friendly structure and define clear paths for core tasks such as viewing products, checking payments, tracking health data, using emergency services, and managing claims. The entire structure was created from zero and needed to support users with different levels of familiarity.

Competitive research

I took part in competitive research activities with Allianz teams to understand how insurance and pension providers in the Turkish market positioned and organised their services. These insights informed decisions around terminology, categorisation, and overall content structure.

Workshops

I participated in workshops held with Allianz employees from various departments to understand the insurance and pension systems in detail. These sessions helped clarify how the services functioned and provided the foundation for defining the user groups used in the interview phase.

In-Depth interviews

I took part in user interviews based on the profiles defined during the workshop phase. The findings revealed two main user groups: users who needed more guidance through insurance and pension tasks, and users familiar with the system who accessed a wider range of services. These insights informed how the core sections of the app were prioritised and structured.

Wireframing

I created wireframes for mobile-focused sections such as viewing existing products, applying for new ones, checking health-related information, accessing informative content, and using emergency actions. The wireframes were crafted to keep complex insurance and pension concepts clear and easy to follow on mobile.

Usability testing

I contributed to usability testing using early prototypes and supported the incorporation of findings related to information interpretation, navigation flow, and visual cues. The sessions helped confirm which parts of the structure were clear to users and identified areas that required refinement before moving into UI design.