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Insurance technology companies come in many shapes and sizes. However, one common element between them all is the desire to transform the insurance industry’s archaic practices and pull them into the 21st century. Whether it be removing friction from underwriters’ day-to-day operations or helping insurers service better insights from their data, one key element that sells this aspiration and turns it into reality is a well-designed UX or user experience. For instance, a study by Accenture found that 73% of customers are more likely to switch to an insurer that offers a superior digital experience. 

Read on to discover the key ingredients of good UX design, how we implemented it within Insurwave, and how it has improved our product and delighted our customers.  

14:T9dc,

The primary goal of UX design is to create solutions that address the pain points of the client and provide meaningful and relevant experiences.  

So, what exactly does this involve? You may think UX design is concerned with the UI’s colours or the visual elements that users interact with, such as buttons, icons, and page layouts. However, a UX designer’s work will encompass the entire process of design, usability, and function. Beyond useability, a UX designer must also consider efficiency and providing a delightful user experience.  

While there is no one definitive answer for what makes for a good user experience, ultimately, the mark of good UX design is a user experience that meets the customer’s needs in the specific context in which they use the product. With that said, what role does UX play in helping our customers solve their biggest challenges?

15:T1911,

Like many industries that deal with finance, the insurance industry has often been accused of lagging behind others when it comes to modernising the way it handles its internal processes.   

Through conducting extensive research and workshops with customers, we built a solution that addressed three of the most common challenges facing insurers today: 

1. From tradition to transformation 

As an industry that had become too comfortable with spreadsheets, we needed to work with clients to understand their needs and then translate that into a digital experience that reflects how their working environment in a clear and intuitive way. 

2. Representing the complexity of insurance  

As the title suggests, specialty insurance needs often deal with highly complex products that come with a wealth of data. With underwriting teams often hard-pressed for time, we needed to design a solution that helped present the data needed in a clear, easily digestible format that allowed them to make better-informed decisions quickly. 

3. Meeting the diverse user needs and abilities 

To design a solution that made the most impact possible, we needed to account for several wide-ranging user needs and abilities, taking care to never assume a particular level of competence to ensure the platform was as intuitive as possible. As the platform matures, we continue to take feedback from our clients when releasing new features to ensure this same principle is applied. 

  

16:Ta1392,

However, while customer problems are our focus as UX designers, we also had to look inward to address our history of adding features incrementally as we improved the platform. While this made sense in theory, customer feedback highlighted its detrimental impact on the overall user journey, resulting in a fragmented experience for our customers.  

To make our customer’s experience on the platform enjoyable and simple to navigate, we used the Double Diamond approach, a design process model for problem-solving, design and innovation. The model is broken up into four key stages, Discovery, Define, Develop, Deliver. 

The Double Diamond Design Process Model

The Double Diamond Design Process Model 

 

1. Discovery

Using a combination of inputs shared with our client success teams and the qualitative insights from our screen recording sessions, we began to build a picture of how our users felt when interacting with the platform. The key message that came out of this feedback was one of frustration, as many users were getting lost in a navigation loop due to our information not being organised in a clear way. 

Our user journeys needed to be revisited to consider the additions to the platform’s features in the platform over the years since we began. Our user flows needed to be simplified so that our users could understand the structure and motive of the platform at a glance. Effectively, the product should capture their behaviour and processes from the real world. 

  Ideation Session with teams across Product and Client Success 

 

2. Define 

Segment of the platform information architecture 

With insights now at hand, we redesigned the user journeys to capture the customer’s emotions throughout the process of performing important tasks on the platform, like navigating through a policy and updating it or extracting insights.  

We then mapped out user flows that could represent their thoughts and feelings.  We created wireframes, which are schematics created in the early stages of product design, to help visualize and communicate the structure of a product and tested these with a set of users to iteratively improve our thinking and understanding of their pain points.  

  Clickable prototypes helped utilise the wireframes to test initial designs with users 

 

3. Develop

 
These wireframes were then worked through multiple iterations. We tested these wireframes with some of our clients to gain further insights and feedback on how we can improve the user journeys.  

User Testing with our clients yielded valuable feedback for the next design iteration 

4. Deliver 

With a busy roadmap of new features, we decided to roll out the redesigned screens incrementally in a way that would add the best value to our clients. Following their implementation, we have received feedback that users can now find the information they need and have a better experience.  

However, as the double diamond process illustrates, this is not the end of the process. This feedback will be fed back into the beginning of our next discovery process as we continue to iterate and improve on the overall experience. 

17:Tb4d,

Transforming the insurance industry's traditional practices through technology is not merely about introducing new tools—it's about ensuring these tools are user-friendly, efficient, and genuinely address the challenges that insurers face. With companies implementing top design practices growing  twice as fast as the industry benchmark growth rate, we've embraced the power of UX design to further refine our platform through research, user feedback, and iterative design processes.  

By placing an emphasis on our user experience, we've been able to simplify complex tasks, meet diverse user needs, and ultimately deliver a product that not only meets but exceeds our customers' expectations. As we continue to innovate, the principles of good UX will remain at the core of our approach, driving ongoing improvements and ensuring that our platform evolves in ways that truly benefit our users. 

18:T1811,19:T72e,

Risk and threat intelligence provides insurers with real-time data on emerging risks and vulnerabilities that could affect policyholders. By continuously monitoring threats such as cyberattacks, natural disasters, or geopolitical instability, insurers can better assess the likelihood and potential impact of these risks on insured assets and liabilities.

Similarly, accurate risk assessment leads to more precise underwriting decisions. Real-time intelligence enables insurers to adjust premiums based on current threat levels, ensuring they adequately cover potential losses while remaining competitive in the market. This proactive approach minimises the likelihood of underestimating risks and ultimately helps maintain profitability. In the event of a claim, insurers can rely on timely and accurate information to assess its validity and manage payouts efficiently.

Beyond insurance policies, insurers can offer risk mitigation services to policyholders based on live threat intelligence. This might include proactive measures such as security assessments, disaster preparedness training, or cybersecurity solutions. By helping policyholders mitigate risks, insurers reduce the frequency and severity of claims, thereby improving overall risk management outcomes.

As the frequency of geopolitical events increases, so too does the regulatory pressure for insurers to demonstrate adequate due diligence in their underwriting and claims processes. Service providers that can combine access to real-time threat alerts, enhanced security and risk data, and aggregation insights can help insurers with these compliance efforts by providing evidence of proactive risk assessment and mitigation strategies.

1a:T73e,

While applicable to many different areas of the insurance market, the maritime industry is well-placed to benefit from this combination of threat intelligence and enhanced insurance systems and operations.

With shipping giants such as Maersk expecting Houthi disruption to last until the end of this year, live threat and risk intelligence plays a crucial role in ensuring the safety of vessels and mitigating potential risks associated with maritime operations.

In the instance of a Houthi attack, the value of combining live threat and risk intelligence with the insurance market and underwriters provides operators and insurers with an enhanced capability to be aware of incidents and reduce the severity of incidents when they happen through faster information exchange in anticipation of an event occurring.

It’s also important to understand that geopolitical events do not occur in isolation, and to respond effectively in the short term and mitigate future threats, detailed historical data is also valuable. Patterns of prior events, responses to them and the resulting impacts all have a bearing on present-day operations and business continuity.

For example, historical AIS (Automatic Identification System) data is a powerful tool that allows insurers to examine patterns and trends in vessel movements, identifying high-risk areas, times, and vessel types. This analysis can then help determine factors like what time of day would be best suited to traversing specific microzones.

1b:Tb0f,

Anticipating this trend, Insurwave partnered with Ambrey, a global leader in maritime security risk management, to deliver an integrated, comprehensive solution for marine insurance and risk management. By combining Ambrey's extensive experience in providing operational and digital maritime security services with Insurwave’s industry-leading specialty insurance technology platform, risk managers, underwriters and exposure managers will have access to a comprehensive, global view of marine perils and risk.

“Getting relevant information to the people who need it as quickly as possible to save lives, time and money," explained Joshua Hutchinson, Managing Director of Intelligence and Risk at Ambrey in an interview with the publication Nautical Digital Online.

“Our vision is to provide the best commercially available real-time maritime domain awareness and intelligence globally. We can’t do this ourselves, so we believe in the power of partnerships. Working together across the industry ensures that any operation on our oceans is prepared and executed as securely and safely as possible.”

As part of the partnership, Insurwave’s dynamic risk zoning will use Ambrey’s Dynamic Elevated Threat Areas (DETAs), and Sentinel Alerts, which supply vessel-specific notifications triggered by users. Leveraging both market-leading technologies and data-driven insights, the combined offering aims to further advance risk management and mitigation in the maritime and insurance industries. 

For example, a newly built floating production storage and offloading (FPSO) vessel was due to move from Singapore to Israel via the Suez Canal, presenting a high-value target to opponents of Israel.  Using the combination of Ambrey’s threat intelligence, historical event data, and live intelligence, the global maritime risk management firm was able to assess the vessel's planned route and advise on an alternative one.

Ambrey Intelligence also provided advice to the vessel on when to move through critical areas at certain times of day and delivered an integrated asset tracking and monitoring service, ensuring the FPSO reached Israel securely without any incidents. 

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Keep everyone connected

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Insurers, brokers and corporates buying and selling risk benefit from an integrated insurance management experience.

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View historical performance and share renewal-ready data in one platform.

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Get portfolio insights in seconds, identify trends and make better decisions.

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Beyond expectations

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Insurwave is driving the change asset holders were waiting for: streamlined operations, better risk transfer decisions and intelligent data management.

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We have automated many of our internal processes and part of our interaction with the market. That’s how Insurwave made it possible for us to be risk managers again instead of insurance contract administrators.

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Check out our latest releases:

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Streamline your exposure reports

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In response to your feedback we expanded the list of standard zones on the Risk Map to now include countries, US states and blast radius zones around airports. 

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As a result of these changes users can now:

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Capture and download policy terms alongside live TIV

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We have now expanded our exposure export feature to include policy terms. As part of our focus to capture and export terms in a more structured way, users can also amend the policy terms at any point throughout the policy with changes automatically reflected in the export.

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Please note, this update is currently available only to our users with aviation portfolios.

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Spoofed positions are now removed automatically from the risk map

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The recent increase in geopolitical upheaval has resulted in a number of occurrences of vessel spoofing (false positions received from location data providers) impacting many marine insurance companies and vessel operators’ day-to-day administrative responsibilities.

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To combat this issue, we created a tolerance-based logic solution based on the speed of the tracked vessels, ensuring that any vessel that travels beyond the speed of 70 KM/H is flagged as a spoofed position and automatically removed from the Risk Map.

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However, for those users wanting to analyse spoofed positions, the summary of these positions is available on request including SSI details, timestamps, positions and IMO numbers. 

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Delete, edit and manage your quotes with clarity

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To help our clients manage multiple quotes effectively, we have made a number of changes to the way you add, edit or delete quotes on the voyage platform. 

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Our ‘generate voyage’ button has now been moved to the top of the table for ease of access, alongside new status options for war quotes: ‘New’ Accepted’ and ‘Not Taken Up’. 

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Similarly, users can now delete their own quotes in one click, with a pop-up confirmation to protect against any accidental actions. 

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The fallout from geopolitical conflicts poses a constant threat to industries worldwide. From simmering regional tensions to the looming threat of cyber warfare, insurers must navigate a complex web of geopolitical risks and respond swiftly to assess and address the impact of emerging events.

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In such a volatile environment, the combination of real-time threat and risk intelligence and detailed historical data has grown in importance for underwriting teams. The ability to anticipate and mitigate risk exposure can significantly enhance their decision-making and resilience. Read on to discover how underwriters can leverage this intelligence to drive value and minimise exposure to geopolitical risks.

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Live threat intelligence plays a pivotal role in modern risk management strategies. It continuously monitors and analyses real-time data to identify potential risks and threats.

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This approach empowers organisations to proactively assess their risk landscape, promptly detecting emerging vulnerabilities or malicious activities. By integrating live intelligence into risk management processes, organisations can swiftly prioritise and implement mitigation measures based on the most current threat insights.

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This dynamic capability not only enhances situational awareness but also enables agile decision-making, ensuring that security resources are allocated effectively to mitigate the highest-priority risks in real time. Consequently, organisations can strengthen their resilience against evolving threats and maintain a proactive stance in safeguarding their assets and operations.

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The convergence of live threat and risk intelligence with the insurance market holds the potential to transform the industry by enhancing risk assessment, improving claims management, enabling real-time incident response, and driving cost efficiencies. By embracing these technologies, insurers and underwriters can better anticipate risks, reduce claim frequencies and severities, and ultimately provide more value to their customers.

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