Building a Pet Insurance App from the ground up
Follow the journey of designing and developing a white-label pet insurance app, including user research, design, development, and testing. Learn about the challenges and solutions encountered along the way and the impact of the final product.
Building a Pet Insurance App from the ground up
Follow the journey of designing and developing a white-label pet insurance app, including user research, design, development, and testing. Learn about the challenges and solutions encountered along the way and the impact of the final product.
Building a Pet Insurance App from the ground up
Follow the journey of designing and developing a white-label pet insurance app, including user research, design, development, and testing. Learn about the challenges and solutions encountered along the way and the impact of the final product.
Project Summary
Pinnacle Pet Group is a leading pan-European pet insurance and health services provider, offering a fully integrated, multi-channel, and multi-brand portfolio of products. As part of this initiative, I was responsible for designing a white-label iOS/Android app for managing pet insurance policies, claims, and veterinary services. The app was designed to be fully customisable and localisable, catering to the needs of different regions and languages.
The project's requirements included meeting technical specifications, sticking to regulatory compliance, working within a set timeline and budget, and ensuring seamless integration with existing systems and APIs. In addition, to provide a user-friendly and intuitive interface, we took a user-centred design approach, incorporating user research, testing, and feedback loops into the development process.
The app included policy management, claim tracking, a veterinary clinic finder, and integration with pet health services. Our goals were to simplify the insurance management process for pet owners, improve customer retention and satisfaction, and achieve successful launches with high user adoption rates. Throughout the project, we achieved notable milestones such as successful testing and validation, seamless integration with existing systems and APIs, and high user satisfaction rates. Our team remains committed to delivering innovative and effective solutions that improve the lives of pet owners and their beloved companions.
My Role
As the Creative Lead (Senior UX/UI Designer) on this project, I collaborated with a business analyst to define requirements, create a design strategy for designing the app's visual interface, and collaborated with developers to ensure its successful implementation according to specifications and that the app met Pinnacle Pet Insurance's and its customers' needs.
Challenge
The challenges of designing a white-label app for a pet insurance brand include:
Ensuring brand consistency
Providing a seamless user experience
Maintaining technical compatibility and data security
Complying with regulations
Offering reliable customer support
Incorporating features to support marketing and promotion efforts
Difficulties
Overcoming API Capability Challenges:
One of the challenges we faced was working with APIs with limited capabilities, making it difficult to build some of the app features we wanted to include. Specifically, we found that the APIs we were working with needed the functionality we required to implement specific features, such as real-time policy updates, Health tracker and secure payment processing.
Solution:
To address this challenge, we worked closely with the insurance company's API development team to identify the API capabilities gaps and suggest potential solutions. In addition, we researched alternative APIs that could supplement or replace existing ones and explored the feasibility of developing custom APIs to fill the gaps. We also worked with the development team to identify workarounds and alternative approaches to implementing the features we wanted to include in the app.
Outcome:
Despite the API capability issue, we found workable solutions to implement most features in the app's first version. We identified areas for improvement in the API development process and provided feedback to the insurance company's API development team. This challenge highlighted the importance of working closely with API providers to ensure their capabilities align with our development needs. It taught us the value of creative problem-solving when faced with technical limitations.
Approaches
We used various tools and approaches throughout the project to ensure its success. For example, for user research, we conducted surveys and user testing sessions to collect feedback on the app's design and functionality. We also conducted competitor analysis to identify opportunities for differentiation and innovation.
We utilised agile development methodologies to ensure seamless integration with existing systems and APIs and collaborated closely with the insurance company's development team. This approach allowed us to identify and address any technical challenges quickly.
Design Process
We used the Double Diamond framework for the PPG project.
Researched user needs and pain points in the Discover stage. Used synthesised research findings in the Define stage and collaborated with a business analyst to define project requirements In the Develop stage, then created sketches, wireframes, conducted user testing, and improved the app's design. Finally, we worked with the development team in the Deliver stage to implement the design and monitored user feedback for ongoing improvements.
Competitive Analysis
I conducted a competitive analysis to identify key features and design patterns competitors use in the pet insurance industry. This helped inform our design decisions and ensure our app stood out in the market.
To conduct the analysis, I researched and analysed several pet insurance apps, paying particular attention to their visual design, user flow, and features. I also evaluated user reviews and ratings to understand what users liked and disliked about the apps.
Based on my analysis, I identified standard features and patterns used by competitors and areas where we could differentiate ourselves. This information was used to inform the design of the Pinnacle Pet Insurance app and ensure that it offered a unique and compelling user experience.
Personas & User scenarios
I utilised personas and user scenarios to inform and guide the customer journey mapping, design thinking workshops, and product backlog creation. This approach ensured that the customer experiences we created were relevant to our key target audiences across priority processes, such as renewals, cancellations and claims.
Persona I
Persona II
Persona III
Customer Journey Map
Enhancing Customer Experience
Our customer journey map helps us understand and improve our customers' experience.
By mapping out the various touch-points and emotions of the customer journey, we identify pain points and opportunities for improvement.
Our customer journey map is constantly updated and revised based on customer feedback and data analysis.
Information Architect
Streamlining Information Architecture to Enhance User Experience
As the Information Architect, my role involved organising and structuring the app's content in a way that is easy to navigate for users.
I conducted card sorting exercises and created information architecture diagrams to guide the app's navigation and content hierarchy development.
I worked closely with the BA and UX designers to ensure the information architecture aligned with the feature list and the user.
Wireframe
Creating Intuitive App Interfaces with Wireframes
As the Wireframe Designer, I created low-fidelity and high-fidelity wireframes for the app's interface using Miro. I collaborated with the UX team to ensure the wireframes accurately represented the app's features and user flow.
Project Summary
Pinnacle Pet Group is a leading pan-European pet insurance and health services provider, offering a fully integrated, multi-channel, and multi-brand portfolio of products. As part of this initiative, I was responsible for designing a white-label iOS/Android app for managing pet insurance policies, claims, and veterinary services. The app was designed to be fully customisable and localisable, catering to the needs of different regions and languages.
The project's requirements included meeting technical specifications, sticking to regulatory compliance, working within a set timeline and budget, and ensuring seamless integration with existing systems and APIs. In addition, to provide a user-friendly and intuitive interface, we took a user-centred design approach, incorporating user research, testing, and feedback loops into the development process.
The app included policy management, claim tracking, a veterinary clinic finder, and integration with pet health services. Our goals were to simplify the insurance management process for pet owners, improve customer retention and satisfaction, and achieve successful launches with high user adoption rates. Throughout the project, we achieved notable milestones such as successful testing and validation, seamless integration with existing systems and APIs, and high user satisfaction rates. Our team remains committed to delivering innovative and effective solutions that improve the lives of pet owners and their beloved companions.
My Role
As the Creative Lead (Senior UX/UI Designer) on this project, I collaborated with a business analyst to define requirements, create a design strategy for designing the app's visual interface, and collaborated with developers to ensure its successful implementation according to specifications and that the app met Pinnacle Pet Insurance's and its customers' needs.
Challenge
The challenges of designing a white-label app for a pet insurance brand include:
Ensuring brand consistency
Providing a seamless user experience
Maintaining technical compatibility and data security
Complying with regulations
Offering reliable customer support
Incorporating features to support marketing and promotion efforts
Difficulties
Overcoming API Capability Challenges:
One of the challenges we faced was working with APIs with limited capabilities, making it difficult to build some of the app features we wanted to include. Specifically, we found that the APIs we were working with needed the functionality we required to implement specific features, such as real-time policy updates, Health tracker and secure payment processing.
Solution:
To address this challenge, we worked closely with the insurance company's API development team to identify the API capabilities gaps and suggest potential solutions. In addition, we researched alternative APIs that could supplement or replace existing ones and explored the feasibility of developing custom APIs to fill the gaps. We also worked with the development team to identify workarounds and alternative approaches to implementing the features we wanted to include in the app.
Outcome:
Despite the API capability issue, we found workable solutions to implement most features in the app's first version. We identified areas for improvement in the API development process and provided feedback to the insurance company's API development team. This challenge highlighted the importance of working closely with API providers to ensure their capabilities align with our development needs. It taught us the value of creative problem-solving when faced with technical limitations.
Approaches
We used various tools and approaches throughout the project to ensure its success. For example, for user research, we conducted surveys and user testing sessions to collect feedback on the app's design and functionality. We also conducted competitor analysis to identify opportunities for differentiation and innovation.
We utilised agile development methodologies to ensure seamless integration with existing systems and APIs and collaborated closely with the insurance company's development team. This approach allowed us to identify and address any technical challenges quickly.
Design Process
We used the Double Diamond framework for the PPG project.
Researched user needs and pain points in the Discover stage. Used synthesised research findings in the Define stage and collaborated with a business analyst to define project requirements In the Develop stage, then created sketches, wireframes, conducted user testing, and improved the app's design. Finally, we worked with the development team in the Deliver stage to implement the design and monitored user feedback for ongoing improvements.
Competitive Analysis
I conducted a competitive analysis to identify key features and design patterns competitors use in the pet insurance industry. This helped inform our design decisions and ensure our app stood out in the market.
To conduct the analysis, I researched and analysed several pet insurance apps, paying particular attention to their visual design, user flow, and features. I also evaluated user reviews and ratings to understand what users liked and disliked about the apps.
Based on my analysis, I identified standard features and patterns used by competitors and areas where we could differentiate ourselves. This information was used to inform the design of the Pinnacle Pet Insurance app and ensure that it offered a unique and compelling user experience.
Personas & User scenarios
I utilised personas and user scenarios to inform and guide the customer journey mapping, design thinking workshops, and product backlog creation. This approach ensured that the customer experiences we created were relevant to our key target audiences across priority processes, such as renewals, cancellations and claims.
Persona I
Persona II
Persona III
Customer Journey Map
Enhancing Customer Experience
Our customer journey map helps us understand and improve our customers' experience.
By mapping out the various touch-points and emotions of the customer journey, we identify pain points and opportunities for improvement.
Our customer journey map is constantly updated and revised based on customer feedback and data analysis.
Information Architect
Streamlining Information Architecture to Enhance User Experience
As the Information Architect, my role involved organising and structuring the app's content in a way that is easy to navigate for users.
I conducted card sorting exercises and created information architecture diagrams to guide the app's navigation and content hierarchy development.
I worked closely with the BA and UX designers to ensure the information architecture aligned with the feature list and the user.
Wireframe
Creating Intuitive App Interfaces with Wireframes
As the Wireframe Designer, I created low-fidelity and high-fidelity wireframes for the app's interface using Miro. I collaborated with the UX team to ensure the wireframes accurately represented the app's features and user flow.
Project Summary
Pinnacle Pet Group is a leading pan-European pet insurance and health services provider, offering a fully integrated, multi-channel, and multi-brand portfolio of products. As part of this initiative, I was responsible for designing a white-label iOS/Android app for managing pet insurance policies, claims, and veterinary services. The app was designed to be fully customisable and localisable, catering to the needs of different regions and languages.
The project's requirements included meeting technical specifications, sticking to regulatory compliance, working within a set timeline and budget, and ensuring seamless integration with existing systems and APIs. In addition, to provide a user-friendly and intuitive interface, we took a user-centred design approach, incorporating user research, testing, and feedback loops into the development process.
The app included policy management, claim tracking, a veterinary clinic finder, and integration with pet health services. Our goals were to simplify the insurance management process for pet owners, improve customer retention and satisfaction, and achieve successful launches with high user adoption rates. Throughout the project, we achieved notable milestones such as successful testing and validation, seamless integration with existing systems and APIs, and high user satisfaction rates. Our team remains committed to delivering innovative and effective solutions that improve the lives of pet owners and their beloved companions.
My Role
As the Creative Lead (Senior UX/UI Designer) on this project, I collaborated with a business analyst to define requirements, create a design strategy for designing the app's visual interface, and collaborated with developers to ensure its successful implementation according to specifications and that the app met Pinnacle Pet Insurance's and its customers' needs.
Challenge
The challenges of designing a white-label app for a pet insurance brand include:
Ensuring brand consistency
Providing a seamless user experience
Maintaining technical compatibility and data security
Complying with regulations
Offering reliable customer support
Incorporating features to support marketing and promotion efforts
Difficulties
Overcoming API Capability Challenges:
One of the challenges we faced was working with APIs with limited capabilities, making it difficult to build some of the app features we wanted to include. Specifically, we found that the APIs we were working with needed the functionality we required to implement specific features, such as real-time policy updates, Health tracker and secure payment processing.
Solution:
To address this challenge, we worked closely with the insurance company's API development team to identify the API capabilities gaps and suggest potential solutions. In addition, we researched alternative APIs that could supplement or replace existing ones and explored the feasibility of developing custom APIs to fill the gaps. We also worked with the development team to identify workarounds and alternative approaches to implementing the features we wanted to include in the app.
Outcome:
Despite the API capability issue, we found workable solutions to implement most features in the app's first version. We identified areas for improvement in the API development process and provided feedback to the insurance company's API development team. This challenge highlighted the importance of working closely with API providers to ensure their capabilities align with our development needs. It taught us the value of creative problem-solving when faced with technical limitations.
Approaches
We used various tools and approaches throughout the project to ensure its success. For example, for user research, we conducted surveys and user testing sessions to collect feedback on the app's design and functionality. We also conducted competitor analysis to identify opportunities for differentiation and innovation.
We utilised agile development methodologies to ensure seamless integration with existing systems and APIs and collaborated closely with the insurance company's development team. This approach allowed us to identify and address any technical challenges quickly.
Design Process
We used the Double Diamond framework for the PPG project.
Researched user needs and pain points in the Discover stage. Used synthesised research findings in the Define stage and collaborated with a business analyst to define project requirements In the Develop stage, then created sketches, wireframes, conducted user testing, and improved the app's design. Finally, we worked with the development team in the Deliver stage to implement the design and monitored user feedback for ongoing improvements.
Competitive Analysis
I conducted a competitive analysis to identify key features and design patterns competitors use in the pet insurance industry. This helped inform our design decisions and ensure our app stood out in the market.
To conduct the analysis, I researched and analysed several pet insurance apps, paying particular attention to their visual design, user flow, and features. I also evaluated user reviews and ratings to understand what users liked and disliked about the apps.
Based on my analysis, I identified standard features and patterns used by competitors and areas where we could differentiate ourselves. This information was used to inform the design of the Pinnacle Pet Insurance app and ensure that it offered a unique and compelling user experience.
Personas & User scenarios
I utilised personas and user scenarios to inform and guide the customer journey mapping, design thinking workshops, and product backlog creation. This approach ensured that the customer experiences we created were relevant to our key target audiences across priority processes, such as renewals, cancellations and claims.
Persona I
Persona II
Persona III
Customer Journey Map
Enhancing Customer Experience
Our customer journey map helps us understand and improve our customers' experience.
By mapping out the various touch-points and emotions of the customer journey, we identify pain points and opportunities for improvement.
Our customer journey map is constantly updated and revised based on customer feedback and data analysis.
Information Architect
Streamlining Information Architecture to Enhance User Experience
As the Information Architect, my role involved organising and structuring the app's content in a way that is easy to navigate for users.
I conducted card sorting exercises and created information architecture diagrams to guide the app's navigation and content hierarchy development.
I worked closely with the BA and UX designers to ensure the information architecture aligned with the feature list and the user.
Wireframe
Creating Intuitive App Interfaces with Wireframes
As the Wireframe Designer, I created low-fidelity and high-fidelity wireframes for the app's interface using Miro. I collaborated with the UX team to ensure the wireframes accurately represented the app's features and user flow.
Usability Study
Improving user experience through Usability Study
I conducted usability testing with real-life users to gather feedback on the app's design and functionality. In addition, I used wireframes and prototypes to test the app's navigation, content hierarchy, and user interface.
I observed users interacting with the app during the testing sessions and recorded their feedback. Then, I made design improvements based on the feedback to enhance the app's usability and user experience.
The usability testing helped ensure the app was intuitive and easy for its target users, improving overall satisfaction and adoption rates.
User Interface design
Creating a User-Friendly Interface design
We have created visual designs for the PPG app using Figma. I focused on creating a visually appealing and user-friendly interface. Here I am showing it created high-level designs for various screens, including the login, home screen, pet profiles, user profiles, view claim, and claim process screens.
Onboarding Pet
Policy Claim Process
Claim policy & and the status screens
UI Mockup
Impact
Our team considered the project successful as we delivered a high-quality white-label app that met the client's requirements and received positive user feedback during testing. We measured success through user satisfaction surveys, which showed that users found the app easy to use and understand.
While the app has yet to be officially launched, we are confident that it will meet the clients and their customers' needs. We received positive feedback from the client throughout the project, and they were satisfied with our work.
If I could start over again, I would prioritise conducting more extensive user testing earlier in the development process to identify any potential issues sooner. This would allow us to address them before they become more significant problems and ensure a smoother launch.
Usability Study
Improving user experience through Usability Study
I conducted usability testing with real-life users to gather feedback on the app's design and functionality. In addition, I used wireframes and prototypes to test the app's navigation, content hierarchy, and user interface.
I observed users interacting with the app during the testing sessions and recorded their feedback. Then, I made design improvements based on the feedback to enhance the app's usability and user experience.
The usability testing helped ensure the app was intuitive and easy for its target users, improving overall satisfaction and adoption rates.
User Interface design
Creating a User-Friendly Interface design
We have created visual designs for the PPG app using Figma. I focused on creating a visually appealing and user-friendly interface. Here I am showing it created high-level designs for various screens, including the login, home screen, pet profiles, user profiles, view claim, and claim process screens.
Onboarding Pet
Policy Claim Process
Claim policy & and the status screens
UI Mockup
Impact
Our team considered the project successful as we delivered a high-quality white-label app that met the client's requirements and received positive user feedback during testing. We measured success through user satisfaction surveys, which showed that users found the app easy to use and understand.
While the app has yet to be officially launched, we are confident that it will meet the clients and their customers' needs. We received positive feedback from the client throughout the project, and they were satisfied with our work.
If I could start over again, I would prioritise conducting more extensive user testing earlier in the development process to identify any potential issues sooner. This would allow us to address them before they become more significant problems and ensure a smoother launch.
Usability Study
Improving user experience through Usability Study
I conducted usability testing with real-life users to gather feedback on the app's design and functionality. In addition, I used wireframes and prototypes to test the app's navigation, content hierarchy, and user interface.
I observed users interacting with the app during the testing sessions and recorded their feedback. Then, I made design improvements based on the feedback to enhance the app's usability and user experience.
The usability testing helped ensure the app was intuitive and easy for its target users, improving overall satisfaction and adoption rates.
User Interface design
Creating a User-Friendly Interface design
We have created visual designs for the PPG app using Figma. I focused on creating a visually appealing and user-friendly interface. Here I am showing it created high-level designs for various screens, including the login, home screen, pet profiles, user profiles, view claim, and claim process screens.
Onboarding Pet
Policy Claim Process
Claim policy & and the status screens
UI Mockup
Impact
Our team considered the project successful as we delivered a high-quality white-label app that met the client's requirements and received positive user feedback during testing. We measured success through user satisfaction surveys, which showed that users found the app easy to use and understand.
While the app has yet to be officially launched, we are confident that it will meet the clients and their customers' needs. We received positive feedback from the client throughout the project, and they were satisfied with our work.
If I could start over again, I would prioritise conducting more extensive user testing earlier in the development process to identify any potential issues sooner. This would allow us to address them before they become more significant problems and ensure a smoother launch.
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Let's Collaborate and Bring your Vision to life.
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