How We Moved 30% of Payout Claims Online
- Category
- Mobile App · Insurance
- Year
- 2025
- My role
- Product Designer
- Team
- Product Owner, Business Analyst, 2 Frontend developers, Backend developer
- Timeline
- 1 sprint
- Platform
- Mobile app
- Launch
- July 2025
- Result
- 30% of monthly payout requests now come through the mobile app
Problem & Entry Point
From an offline request to an automated digital solution
Problem
One of the most critical operations — the insurance payout request — did not exist in the app at all. Users had to call the call center and go through complex, time-consuming offline procedures.
Solution
We fully digitized the request process and built it directly into the app.
Smart entry point
The entry sits right on the product card, exactly where users look at their contract — no need to search the app for it.
Contextual entry
We placed a progress bar on the product card showing the time left on the contract. When the contract term is complete, the bar automatically turns into the primary action button — "Get the accumulated amount".
Həyatın Yaşam Sığortası
HYS - XXXXXXAktiv
Contract in progress — bar fills up
Interface text · Azerbaijani → English
- Yığılmış məbləği əldə et
- Get the accumulated amount
- Ay üzrə ödəniləcək məbləğ
- Amount payable per month
- Müqavilələrim
- My contracts
- Hamısına baxın
- View all
- Ətraflı
- Details
- Aktiv
- Active
- Artım müraciəti
- Increase request
- Azalma müraciəti
- Decrease request
- Dondurma müraciəti
- Freeze request
- Bütün əməliyyatlar
- All operations
Data Entry
Manual entry vs. Open Banking
Challenge
Entering bank details (IBAN, branch, card number) by hand took time and raised the chance of mechanical errors on the user's side.
Solution
We brought an Open Banking integration into the system. With a single click of consent, users can pull their bank details automatically.
Freedom of choice
We gave users two alternative paths — "Enter manually" or "Automatic (Open Banking)".
Choose how to enter the data — manually or automatically
User flow — the manual and Open Banking branches
Interface text · Azerbaijani → English
- Məlumatları necə daxil etmək istəyirsiz?
- How do you want to enter the data?
- Əl ilə daxil etmək
- Enter manually
- Avtomatik (Açıq Bankçılıq)
- Automatic (Open Banking)
- Məlumatların çəkilməsinə razılıq verirəm
- I consent to my data being retrieved
- Cari hesab tələbləri
- Current account requirements
- AZ ilə başlayan 28 simvolluq IBAN kod
- 28-character IBAN starting with AZ
- Kart nömrəsi
- Card number
- Şəxsi məlumatlar
- Personal data
- Davam et
- Continue
Status Tracking
Transparency: following the status of a request
Reducing anxiety
To remove the uncertainty after submitting a request, I designed a real-time, step-by-step status tracking (timeline) interface.
Prompt feedback
When a document is missing or some information needs clarifying (for example, a "Missing document" notice), the user is notified instantly.
Document access
The request form and required applications ("Insurance payout application") can be downloaded as a PDF right from the interface.
Business impact
Calls to the call center asking "Where is my payment?" are answered by the app itself now.
Status timeline — step by step
01 / 06 — Request submitted
Interface text · Azerbaijani → English
- Müraciətin detalları
- Request details
- Çatışmayan sənəd var
- Missing document
- Müraciətiniz qəbul edildi, ödəniş gününə qədər gözləmədədir
- Your request is accepted and waits for the payout day
- Ödəniş hazırlanır
- Payment is being prepared
- Ödəniş həyata keçirildi
- Payment made
- Sığorta ödənişinin alınması ərizəsi
- Insurance payout application
Edge Cases
Not only the happy path
Beyond the happy path
A payout request does not always go smoothly. I designed the states around it too, so the user always knows where they are and what to do next.
States
The contract is not completed yet, the request is rejected, a document is requested again, and the payout is made. Pick a state to see the screen.
Müraciətin detalları
Müqavilənin müddəti hələ bitməyib
500 gün qalıb
Müraciət müddət bitdikdən sonra mümkün olacaq
Impact & Results
30% of monthly payout requests, now in the app
Adoption
Within 3 months of the July 2025 launch, the app's share of monthly payout requests grew from 12% to 30%.
Marketing
The launch was supported by a marketing strategy — push notifications, social-media videos and other channels — while the entry point on the product card kept the feature in front of users.
Operational load
As more requests move to self-service, the load on the call center and the operations team goes down.
Business efficiency
We shifted user habits from offline to digital within a single sprint of design and development.
Digital Claim Adoption
Channel migration, % of monthly payout requests (Q3 2025)
Peak adoption rate
0%↗ +0% since July
Current share split
0 / 0App vs Offline
Share of Monthly Requests in the App
What's Next
70% of requests are still offline
Opportunity
The feature works, but most payout requests still go through the call center. That is the biggest room for growth.
Plan
I want to bring them in by meeting users at the right moment and by removing the last bits of friction.
- 01Planned
Reminder as the term ends
A push and an SMS a few months before, a month before and on the last day of the contract term, with a deep link straight into the request form.
- 02Planned
Pre-filled form
Bring bank details through Open Banking and personal data from the profile by default, so the request takes only a few taps.
- 03Planned
Hand-off from the call center
When a customer calls, the operator sends a link so the request continues in the app instead of over the phone.
- 04Planned
Measure the funnel
Track where users drop between the entry point, the form and the submit button, and improve the weakest step first.