UNIQA digital self-service
Digital self-service from the user’s perspective for a leading insurer
UNIQA aimed to shift an increasing number of cases from phone and email support to digital self-service channels. Before development began, we set out to understand how well the most important service processes met users’ expectations and where they became uncertain during the process. We used moderated research to examine the entire journey, ensuring development decisions were based on real user behaviour.
The key insight was that users do not get stuck on individual screens; they lose trust when the way the system works differs from their own logic.
Our research revealed how users begin an administrative process, what expectations they bring, and at which points they choose to switch to another channel. The findings informed a wide range of development recommendations that not only improved usability but also helped strengthen trust in digital administration.