UX Designer Project- CESJA

UNDERSTANDING THE PROBLEM

Before (Analog Process)

The original assignment (cesja) process was manual and inefficient:

customers had to contact an agent to provide assignment details or send requests via traditional mail or email
submissions often lacked necessary documents
without explicit consent for electronic communication, all responses were sent via traditional mail, causing significant delays
this outdated approach slowed down response times considerably, creating frustration for customers and operational challenges for the business.

Project Goals

Reduce Processing Time - significantly shorten the time needed to process assignment requests.

‍Ensure Transparency - provide customers with full visibility into the status and requirements of their submissions.

‍Improve Submission Quality - decrease the number of incomplete or incorrect requests by offering real-time guidance during submission.

‍Enhance Scalability - design a flexible solution adaptable to future business needs and regulatory changes.

‍Optimize Resources - reduce staff time and resources spent on managing assignment submissions, allowing focus on more complex tasks.

MY ROLE

The project team included one UX designer (myself), business analysts, an IT analyst, and developers.
‍As the UX Designer: I designed the user experience for both logged-in and non-logged-in customer journeys, ensuring compliance with WCAG accessibility standards. I collaborated closely with the development team to ensure feasible and scalable solutions. I actively advocated for user needs, negotiating for new design components when existing ones were insufficient.
‍As the UI Designer: I utilized components from the existing design system while also creating new, reusable UI elements to support this project and future digitalization efforts.

Challenges I Faced

High Product Development Costs - to manage this, I prioritized using existing design system components where possible to save time and resources.

‍Low Priority on the Roadmap - I successfully advocated for the project's importance by highlighting its direct benefits for customer satisfaction and operational efficiency.

‍Overcoming Customer Habits and Resistance to Change - I focused on designing an intuitive and user-friendly interface to ease the transition from the old process to the new digital solution.

Key Learnings

Working in a complex environment taught me the importance of balancing business requirements with user needs.
Close collaboration with business analysts and development teams was crucial. This involved facilitating clear communication, negotiating solutions that met both user experience goals and technical/business constraints, and consistently advocating for the end-user throughout the process.

USER NEEDS

Based on research and understanding of mojePZU App users and general PZU clients, the key needs identified were:

EASY NAVIGATION

To improve accessibility and usability, I designed two clear entry points into the assignment process. One is accessible directly from the relevant insurance product details page, and the other is integrated into the main platform navigation, providing an obvious pathway for all users.

FAST REQUEST PROCESSING

The new digital process accelerates request handling by gathering all required information upfront (forms, necessary documents). For logged-in users, the relevant policy number is suggested automatically.

UNDERSTANDABLE COMMUNICATION

Using plain language principles throughout the interface helps users understand potentially complex insurance terms and process requirements more easily.

THE PROCESS

(Note: Data has been adjusted for confidentiality)

RESEARCH & ANALYSIS

Conducted workshops with business stakeholders to gather detailed requirements

Research - Reviewed submission processes in financial institutions and documented the “analog” process based on my experience

Documented the existing "analog" process based on internal knowledge and user feedback.

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DESIGN & ITERATION

Simplified and shortened the user flow wherever possible without compromising necessary steps.

Applied plain language principles to all user-facing text, ensuring clarity.

Conducted A/B testing on entry points to evaluate effectiveness.

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DEVELOPMENT & IMPLEMENTATION

Delivered high-fidelity mockups and detailed specifications to the development team.

Collaborated closely with developers during implementation to address technical questions and ensure design fidelity.

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RESULTS

Let's explore some desktop screenshots to see the improvements in action.

You can also check out the project on

life site

ENTRY POINT, non- logged - in user

For users not logged into the platform, an entry point was added to the main navigation, directing them clearly to the assignment submission process.

ENTRY POINT, logged - in user

For logged-in users, a prominent Call-to-Action (CTA) button or link was added to their dashboard or relevant policy details page, providing easy access.

SELECTION CARDS

I designed a collapsible card component allowing users to select the specific action they want to take (e.g., "Add a new assignment" or "Finalize an existing assignment"). This modular design can be reused in future digitalization projects.

FORM, non logged - in user

A single-page form was designed for non-logged-in users, clearly outlining all required fields and mandatory document uploads. Users cannot proceed without attaching the necessary documents, reducing incomplete submissions.

FORM, logged - in user

For logged-in users, the form page is pre-filled with known information (like policy number suggestions or name, surname, mail and phone numer) to streamline the process. The multi-step form guides them through providing necessary details and uploading documents.

UX Case Study: Digitalizing Insurance Assignments (Cesja)