Case Study · Thoughtworks
Insurance underwriting system usability enhancement
Redesigned a legacy underwriting platform to improve decision clarity, reduce avoidable errors, and make daily work more consistent.
Client
Leading Insurance Company
My Role
Solo Product Designer
Team
PM, BA, Engineers
Timeline
3 months, 2022–2023
Platforms
Web
Overview
This project focused on redesigning an internal insurance underwriting system used daily by professional underwriters nationwide. Over time, the platform grew more complex as legacy and newer modules were added inconsistently.
I led the redesign to improve workflow clarity, create a more consistent experience, and modernize the design language, helping underwriters work more efficiently and reduce avoidable errors.
Outcomes
20 %
87 %
40 %
Problem Framing
To frame the problem, I worked in two tracks in parallel: user research and product audit. I wanted to understand both how underwriters actually worked and how the system was making that work harder.
User research: interviews with underwriters, journey mapping, pain‑point analysis
System audit: information architecture, interaction patterns, interface design, and content structure
By combining insights, three core problem areas emerged:
Fragmented workflows: Key tasks were spread across multiple pages, disrupting flow and slowing decision-making.
Disconnected information: Important details were scattered across the system, making them harder to find at the moment of decision.
Repetitive friction: Small inefficiencies in frequent tasks added up, reducing speed and accuracy.
Design Decisions
Based on the prioritised problem areas, I focused on a small set of design decisions that improved clarity, efficiency, and consistency without overcomplicating the existing system.
01. Improve workflow clarity and task focus
I restructured the workflow around how underwriters actually handled their core scenarios.
Restructured flows around key underwriting scenarios, such as renewals, and claims-related reviews
Introduced clearer task entry points to help users quickly locate the right case or policy
Reduced unnecessary inputs and prioritised task-relevant content
02. Strengthen information hierarchy
I clarified the information hierarchy so the system felt more predictable, easier to scan, and easier to learn, especially for less experienced users.
Reorganised information around decision stages and user priorities
Simplified page hierarchy and navigation, and improved page structure, labels, and sectioning
Added lightweight guidance to reduce cognitive load
03. Improve accuracy through consistency
To reduce avoidable mistakes, I shifted more of the accuracy burden from users to the system.
Introduced clearer validation and confirmation for high-risk actions
Standardised interaction patterns and visual rules across modules
Improved feedback and validation to help users recognise and correct issues earlier
04. Built a lightweight design system for scale
Alongside the redesign, I established a lightweight design system focused on core, high-usage patterns.
Working with engineers, I translated those patterns into reusable front-end components. This made implementation faster, kept the experience more consistent over time, and reduced the need for ongoing design support in routine feature work.
Reflections
This project reinforced something I really believe: designers need to deeply understand how their target users actually work day to day, including their goal, habits, shortcuts, and emotions. Good design is not just cleaner UI or better interactions.
It also reminded me that sustainability needs to be evaluated, not assumed. I have to balance the upfront cost with the long-term value of reuse, especially when designing for future consistency as the product evolves.