Westpac

Essentials Life Cover
Product design and customer journey posters

The challenge

Life Cover is a complex insurance product requiring facilitation by advisers and intense underwriting practices that often leave customers feeling interrogated about their health history and lifestyle. The challenge was to present a compelling story to the Board to gain backing to develop the first online-only entry-level life insurance product in Australia.

What we did

Designing the customer experience

In collaboration with the New Products team and Client Marketing at BT, a new digital life insurance product was designed to make it easier and more affordable for Westpac customers to obtain the life cover they need without all the extras. It is to be the first life insurance product available end-to-end online due to the simplified underwriting process and having no need to use an adviser. This was demonstrated visually through a customer journey highlighting the value and benefits throughout the stages of the customer lifecycle.  

My role

Working as the sole UX/UI Designer for Boomworks,

• Product visual design – created 50+ key screens to visualise product concepts

• Design and copywriting for presentation posters

• Stakeholder collaboration and presentations 

Outcomes

• Delivery of 8 large-format printed boards that were used as a walkthrough of the Essentials Life Cover customer journey in the product pitch to the Board of Westpac

• Following a successful presentation to the Board and receiving initial approval, this new digital insurance product will soon be progressing to prototyping and usability testing.