Case study · Malakoff Humanis
Understanding a reimbursement
Making a customer portal easier to read: find information, understand its status and know what to do next.
All projects- Organisation
- Malakoff Humanis
- Role and period
- UX Designer · from 2020
- Scope
- Customer portal · mobile app · components
Context
The redesign involved the individual customer portal, a dedicated mobile app and shared components. Business and engineering teams were involved in the work.
My contribution
I contributed to research, workshops, journeys and prototypes. I also worked on components and the conversations needed to bring the interfaces into the product.
A journey people can understand
Tracking a reimbursement means finding the relevant information and understanding whether an action is needed. The screens here show how the portal provides those cues.
Designing the states
The component board includes field errors, enabled and disabled actions, and confirmations. These variations are part of the product, not details to leave until the end.
The common thread
The portal, mobile app and components are three parts of the same work: help someone understand a situation and the next action.