Onboarding for Insurance

🔧 Approach

After conducting UX research and aligning on best practices for user onboarding, we developed a modular flow that breaks account setup into three clear steps:

1. Verify contact information – Confirm phone number and email address
2. Set up login credentials – Create account for portal access
3. Complete identity verification – Digitally verify using ID, a mailed letter, or phone call with customer service

This structure provides transparency, prevents information overload, and informs users upfront of any necessary documents. Each step acts as a natural pause point, allowing users to exit and resume later without losing progress.

📍 Execution

Since the core flow was fixed by compliance requirements, the design work focused on refining the details: simplifying complex steps with visuals, fine-tuning micro-interactions, and polishing copy for edge cases.

We adapted the designs across mobile, tablet, and desktop to ensure a seamless experience on all screen sizes. Throughout the project, we held weekly check-ins with the client, staying flexible to accommodate shifting requirements.

We also developed a comprehensive design system for both developers and the in-house design team, covering everything from visual styles to components. This system ensures a seamless and cohesive user experience across multiple applications, unifying the design language and maintaining consistency.