INDUSTRY
Insurance & Automotive
Touchpoint
Website
Context
The project was created with the goal of developing a new digital platform dedicated to assistance services in the automotive sector, starting from a service whose experience was still to be defined. The objective was to design an end-to-end journey from scratch, supporting users throughout every stage: from understanding the problem and selecting the right service to booking the intervention. The work therefore started with an analysis of the business idea and stakeholder needs, progressively transforming them into a complete digital experience that was easy to use and realistically feasible to implement.
The challenge
The main complexity was turning high-level business needs into a structured digital service, without relying on established flows or patterns within the product. It was necessary to understand what information to ask users for, how to guide them in choosing the right service and how to structure a journey that remained simple even when dealing with different scenarios. Through research, benchmarking, UX Strategy definition and iterative flow design, the service was progressively shaped by balancing business objectives, operational constraints and user needs.
The process
01
Requirements gathering and stakeholder interviews
Workshops and stakeholder interviews to understand business objectives, constraints and functional requirements, creating a shared product vision from the start.
02
Benchmarking and competitive analysis
Reviewing leading market solutions to identify design opportunities, best practices and interaction patterns for the new service.
03
UX strategy and flow design
Defining the information architecture, user journeys and principal navigation flows, transforming requirements into a coherent and easy-to-use experience.
04
Visual Concept
Exploring different visual directions to define a graphic language aligned with the brand’s positioning.
05
UI design and prototyping
Designing high-fidelity interfaces and interactive prototypes, working with stakeholders and developers to iterate towards the final product.
The outcome
The project resulted in the complete definition of a new digital experience for automotive assistance services, covering the entire process from strategy to the design and prototyping of the final interfaces. The main flows were translated into a clear information architecture and a consistent user experience, while the exploration of different visual directions helped define a design language capable of supporting the positioning of the service. The final outcome was a structured product ready for the development phase, supported by prototypes and detailed specifications designed to facilitate the transition from design to implementation.
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