Onlia

As customer behaviours and expectations in insurance management evolve, traditional broker-based relationships are being reshaped by the digital age. With greater access to information and self-service options, customers are taking more control over their insurance policies. This shift challenges existing models and requires insurance companies to rethink their strategies. Our project aims to develop innovative solutions that meet the high expectations of digitally savvy customers, ensuring sustainable growth and a competitive advantage for the company.

As the product design lead at Onlia, I spearheaded the strategic development of the Onlia Insurance app, collaborating closely with C-suite executives and stakeholders to craft a forward-thinking product strategy. Our objective was to create an innovative telematics insurance app that not only enhances customer value but also sustains market competitiveness. Designed with user experience at its core, the app serves as both a rewards and service platform for existing customers, delivering a seamless and engaging experience. Key goals included increasing customer engagement and retention while effectively reducing the loss ratio—the ratio of claims paid out compared to premiums received—thereby ensuring a win-win scenario for both our customers and the business.

The solution involves crafting a business strategy for the app that leverages telematics technology to promote safe driving and enhance the overall insurance offering and customer experience. This includes real-time feedback to encourage safer driving habits, personalized coaching, gamification to make driving engaging, and reward incentives to motivate positive behaviour. Additionally, it uses data analytics to understand customer needs, introduces innovative insurance features, and invests in digital services to ensure a seamless customer experience. This approach aims to improve road safety while delivering a superior, user-centric insurance product.