Overview
Zurich Insurance had no mobile app presence in Brazil. For a market where smartphones are the primary screen for millions of users, that gap was a strategic liability, not just a missing feature. The business needed to enter the mobile channel with a product that could handle auto insurance workflows end to end.
Challenge
The project was built with three constraints:
Strict regulations that ruled out shipping fast and fixing compliance later
Brand standards that had to hold across every screen
An existing design system I had to work within brand guidelines
The project covered everything from research and strategy to design and testing, the goal was to build something that would pass regulatory review and keep users coming back.
Getting to know the customer
I interviewed Zurich's existing Brazilian users to identify their most used web portal features, so we could prioritize those for the mobile app. This process was done with collaboration of the Zurich Marketing team and the Claims support team.
Policy visibility, payments, claims filing, and scheduling insurance-covered mechanic visits were the first features prioritized in the app.
Results
With the app's launch, Zurich's customers gained mobile access to their policies, filing claims, scheduling visits to the nearest Zurich-authenticated mechanic, or speaking with a support agent, all from their phone.
In addition to my work on the product, Zurich's marketing team also invited me to help create the graphic materials that would be used in the app stores.
RESULTS
The delivered product covered end-to-end user journeys for Zurich's auto insurance in Brazil, built to WCAG and brand standards, and shaped by user research, stakeholder collaboration, and iterative usability testing.
The app reached 100,000+ downloads and achieved 36% adoption within eight months of launch. It holds a 4.8 star rating on the Google Play Store.
Reflection
This project taught me what it means to be truly responsible for a product, working within a regulated industry and a well-defined brand meant extra care at every step. It was one of the experiences that taught me the most about collaboration and user empathy. Looking back, I'd map the user journey in more detail for each policy action, to make the experience even more personalized.
Designing Zurich's First Mobile Insurance App in Brazil for 100,000+ Users
An end-to-end auto insurance product built through user research, legal team collaboration, and iterative usability testing, launched to 100,000+ downloads.
Role
UX UI Designer
Industry
Car Insurance
status
Live
Year
2022
Overview
Zurich Insurance had no mobile app presence in Brazil. For a market where smartphones are the primary screen for millions of users, that gap was a strategic liability, not just a missing feature. The business needed to enter the mobile channel with a product that could handle auto insurance workflows end to end.
Challenge
The project was built with three constraints:
Strict regulations that ruled out shipping fast and fixing compliance later
Brand standards that had to hold across every screen
An existing design system I had to work within brand guidelines
The project covered everything from research and strategy to design and testing, the goal was to build something that would pass regulatory review and keep users coming back.
Getting to know the customer
I interviewed Zurich's existing Brazilian users to identify their most used web portal features, so we could prioritize those for the mobile app. This process was done with collaboration of the Zurich Marketing team and the Claims support team.
Policy visibility, payments, claims filing, and scheduling insurance-covered mechanic visits were the first features prioritized in the app.
Results
With the app's launch, Zurich's customers gained mobile access to their policies, filing claims, scheduling visits to the nearest Zurich-authenticated mechanic, or speaking with a support agent, all from their phone.
In addition to my work on the product, Zurich's marketing team also invited me to help create the graphic materials that would be used in the app stores.
RESULTS
The delivered product covered end-to-end user journeys for Zurich's auto insurance in Brazil, built to WCAG and brand standards, and shaped by user research, stakeholder collaboration, and iterative usability testing.
The app reached 100,000+ downloads and achieved 36% adoption within eight months of launch. It holds a 4.8 star rating on the Google Play Store.
Reflection
This project taught me what it means to be truly responsible for a product, working within a regulated industry and a well-defined brand meant extra care at every step. It was one of the experiences that taught me the most about collaboration and user empathy. Looking back, I'd map the user journey in more detail for each policy action, to make the experience even more personalized.