Overview

Largest Insurance Carrier in North America embarked on a large-scale digital transformation initiative to unify its internal, external, and mobile digital footprint under a single, cohesive customer platform. This initiative aimed to enhance seamless handoffs between product lines, transaction types, and customer touchpoints, ensuring a frictionless experience for both consumers and employees.

IHI played a pivotal role in defining, executing, and governing a comprehensive digital strategy that aligned technological advancements with business objectives. The project focused on enhancing accessibility, streamlining workflows, and ensuring seamless transitions across customer transactions, ultimately reinforcing Largest Insurance Carrier in North America’s leadership in customer experience and digital efficiency.

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Client

Sector

Finance

Project Type

B2E

Services Provided

01

Challenge

The company’s fragmented digital ecosystem created disjointed user experiences across web, mobile, and internal systems. Inconsistent design standards, accessibility gaps, and complex user workflows made customer engagement difficult and inefficient.
02

Solution

IHI built a scalable, ADA-compliant design system and unified customer interaction framework across platforms. The team implemented reusable Pega UI kits, responsive design standards, and streamlined workflows for claims, policies, and support.
03

Outcome

UX inconsistencies dropped by 75%, customer self-service adoption rose by 30%, and policy applications became 40% faster. Mobile engagement surged 44%, while standardized UI kits cut the design-to-development cycle in half.