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DashboardB2BSaaS Product
GoSure – Claims Management System
Client
Covea Insurance plc
Year
2020 - 2023
Services
UX/UI Design, Dashboard & Internal Tools, Mobile Design, Design Systems, Collaborative Workshops
Tools
Figma
Project overview
As part of the broader GoSure brand initiative, we developed a new claims management system to support call centre agents handling customer insurance claims. The goal was to streamline complex processes, identify areas for automation, and create a tool that would not only improve efficiency but also support new agent onboarding.
The Challenge
The existing claims process was manual, inconsistent, and difficult to manage—particularly when multiple agents were involved in a single claim. Information was scattered, making it time-consuming to follow up or provide updates. The business needed a centralised, intuitive solution that would save time, reduce errors, and support agents in providing a better experience to customers.
The Solution
We designed a comprehensive, agent-focused dashboard that consolidates all essential claim data in one place. Key features include task management for tracking responsibilities across multiple agents, a clear process overview for improved visibility, mobile accessibility for on-the-go management, a training-friendly UX for new agent onboarding, and full integration with the established GoSure design system for consistency and scalability.
Detailed dashboard view showing task management and metrics
Technical Approach
We conducted extensive user research with agents to understand their daily workflows and pain points.
Key elements included:
- Intuitive task management system
- Clear process visualization
- Mobile-responsive design
- Training and onboarding features
- Design system integration
The solution was built using Figma and followed the established GoSure design system to ensure consistency across platforms.
Photo upload interface with interactive camera hotspot map
Mobile-responsive dashboard interface
Project Impact & Reflection
I was instrumental in designing the wireframes and creating the final high-fidelity designs, ensuring everything aligned with our design system. I also collaborated closely with other designers through workshops and ideation sessions, where we explored different approaches to make the system truly agent-friendly. It was especially rewarding to design something that balanced operational efficiency with human-centred design. Knowing the dashboard would help ease the workload for agents—and support those just learning the ropes—made this project particularly meaningful.
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