Motor Insurance
Al Rajhi Takaful
Al Rajhi Takaful, a leading insurance provider, set out on a digital transformation journey to modernize its platforms for brokers, agents, and customers. The goal was to create an intuitive, interconnected digital ecosystem that prioritized user experience, transparency, and ease of use. The initiative focused heavily on improving the Broker Platform, designed to simplify policy and quote management, enhance customer interactions, and make processes more efficient. The vision was clear: build a platform that not only works seamlessly but also feels seamless to every user.
Project Goal
Limited visibility & tracking – Users had no simple way to follow the progress of quotes or policies, leading to uncertainty and frustration.
Outdated portal experience – The design lacked modern usability features, causing inefficiencies, longer processing times, and frequent mistakes.
Fragmented communication – Reliance on emails and manual updates made even small tasks feel slow and disjointed.
No self-service features – Customers couldn’t perform simple actions like amendments or inquiries on their own, leading to dependency on support staff.
Steep learning curve – New brokers lacked guided onboarding or in-platform training, making it harder to adapt quickly.
Inconsistent user journey – The absence of a unified design language and seamless flow created confusion and reduced overall satisfaction.
Solution Approach
Our design approach focused on humanizing the digital experience while simplifying complex insurance workflows.
Unified Dashboard: Designed a clean, centralized hub where brokers could view, track, and manage all policies and quotes in one place.
Intuitive Tracking & Notifications: Introduced progress indicators and real-time updates, giving both brokers and customers confidence and clarity.
Modernized Web & Mobile Interfaces: Redesigned with a consistent visual language, clear navigation, and minimal clicks to complete tasks.
Seamless Communication: Integrated in-platform updates and notifications to replace scattered email chains.
Customer Self-Service Tools: Enabled customers to handle routine tasks (policy amendments, inquiries) themselves, reducing support friction.
Guided Onboarding & Training: Added user-friendly onboarding flows and contextual help to support new brokers without overwhelming them.
Consistent User Journey: Streamlined task flows across platforms to ensure a predictable, frustration-free experience.
Impact
Efficiency Boost – Brokers managed quotes and policies 40% faster, with a 30% reduction in errors.
Simplified Experience – Redesigned interfaces improved broker task completion time by 35% and reduced clicks per task by 25%.
Customer Empowerment – Self-service features led to a 45% drop in support calls/emails, improving customer satisfaction scores by 20%.
Transparency – Real-time notifications reduced customer follow-up inquiries by 50%, increasing trust and engagement.
Smooth Onboarding – Guided onboarding shortened new broker ramp-up time by 40%, making training more efficient and consistent.
