Meijers Assurantiën
Improving self-service and operation excellence
Meijers Assurantiën is an independent Dutch insurance broker for both corporate and private clients. They asked us to help improve their customer relationships and operational efficiency by setting up a new self service environment for customer and employees.
Over the past few years I helped Meijers with design for their new self-service platforms. The platforms were primary focused at small- and medium sized business, but it should also work for private customers and intermediary parties.
First we started with a platform that employees could use to create visit reports. Over the years this platform grew to a full back-office platform, which enables Meijers to manage digital accounts and services to their customers.
Once the first version of the employee platform was there, we started work on the customer self-service portal. First we started with only providing the customers with information on their insurance policies and visit reports. Later we added a lot of new, functionalities including damage reporting, employee administration and automatic, smart questionnaires. For all of the projects I was involved as the primary designer, doing both UX and UI design.
Unfortunately I can't get into too much detail when it comes to the content of the projects, because most of it is still considered as confidential.
My role
Medior UX Design (Dept)
Program for
Self service environments
URL
mijn.meijers.nl
A traditional family business
What once started as a small, local family business in Amsterdam, now was a company of over 200 employees, servicing thousands of corporate and private clients.
Although software programs took over much of the administration, much of the business itself was still done in a traditional way. You can imagine that servicing that many clients by manual labor comes with its inefficiency.
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Before I started, as a customer you couldn't even download your own insurance policies. Now many business processes are fully automated and account managers have more time to spend on qualitative service for their customers.
For the development of both employee and customer portals we always used an agile approach. We also worked closely with internal and external stakeholders. We regularly involved them by conducting interviews, setting up co-creation sessions, feedback tooling and doing task analysis.
A lot evolved around setting up business ruling to automate certain business processes. I regularly organised workshops with the business gather as much input as I could. Once ideas had to become reality, I documented the business ruling and functional specifications for the developers to work with.
A world of forms and business ruling
Looking back
I always really enjoyed working for Meijers. The people I worked with were fun, down to earth and realistic about things. This helped me in my approach to only design and build things that were sensible and beneficial to both customers and employees.
In a few years time we were able to set a solid digital backbone with some very smart solutions build in to it. I'm proud of what we as a team did designing and building this.