Insurance

TMHCC

Trade credit portal for TMHCC, redesigning broker workflows for credit limit management, company search, and policy administration.

Duration

1.5yrs

Team

Scale

Global Enterprise

Scope

United Kingdom

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Overview

TMHCC, a global specialty insurance provider, engaged in a project to modernize and enhance its Trade Credit Portal. The initiative aimed to deliver a streamlined, user-focused platform to better serve brokers, underwriters, and policyholders, grounded in a research-led approach. The insurance industry project focused on improving workflow efficiency, scalability, and user experience.

Challenge

The existing portal faced usability and scalability issues, impacting brokers, insured users, and underwriters with inefficient navigation and limited functionality.

The portal's lack of responsive design hindered its usability across devices, necessitating modernization to support integration with systems like BizTalk and Sitecore.

A need for secure data access and operational workflow improvements was identified, along with a vision for future expansion into new territories.

Research & Discovery

Conducted stakeholder workshops to gather requirements and align objectives, facilitating a comprehensive understanding of user needs.

Led persona development and user journey mapping to ensure the redesign addressed specific user interactions, tailored for brokers, underwriters, and policyholders.

Conducted usability testing on prototype designs to validate navigation and workflow processes, ensuring the solution matched user expectations.

Solution & Deliverables

Designed a new portal interface with high-fidelity wireframes that defined a user-centric navigation system and personalized dashboards for each user role.

Delivered a multi-channel access portal that included responsive design for optimum usability on desktop, tablet, and mobile devices, ensuring compliance with WCAG 2.0 AA standards for accessibility.

Integrated systems using Sitecore and BizTalk for content management and secure data handling, adhering to data privacy regulations like GDPR, enhancing the portal's functionality for policy document management and claims submissions.

Results & Impact

Improved user satisfaction and operational productivity, with the modern portal enabling more intuitive navigation and role-specific access, directly influencing positive feedback from users.

Achieved enhanced usability with integrated tools, streamlining interactions for brokers, underwriters, and policyholders, leading to increased efficiency in policy and credit management workflows.

Results included a scalable foundation ready for TMHCC's future global initiatives, reinforcing the company's digital presence while supporting secure, compliant operations.