Connect Fragmented Systems
We review how the service is performing with the people closest to the operation, then use that insight to decide where change will have the most value.
Explore Connect Fragmented SystemsDigital Customer Experiences
We create digital experiences that are straightforward for customers and practical for the teams supporting them.
Customer & broker requests
Documents & information
Identify. Check. Route. Progress.
Access rulesServicing workflowHuman support
Authorised actions. Clear handoffs.
Show progress from the operational record
Illustrative digital journey — self-service and assistance depend on agreed scope.
Give every digital interaction a clear next step.
Customers and brokers need to provide information, find documents, request changes and understand what happens next. A digital front end only helps if the operation behind it can act on those requests and return an accurate account of progress.
We design insurance customer experiences around that complete journey. We connect the interaction to the people, workflow and existing systems that carry the work forward, with appropriate access, clear ownership and a route to human support.
Design the journey around a completed task
We start with what the customer or broker is trying to achieve, then shape the journey around the information they need and the next step in the process.
We make that experience clear and easy to use, while giving internal teams the context they need to support it when something needs attention.
Connect self-service to the servicing workflow
We make sure digital requests enter a clear, owned process rather than stopping at the front end. Customers can see what has happened and what comes next, while teams have the information they need to act.
That keeps self-service useful, without creating more manual follow-up behind the scenes.
Make identity and access part of the journey
We design access around who the user is, who they represent and what they are allowed to see or do.
We also connect the experience back to the right core systems, so permissions and records stay aligned as information changes.
Use assistance where it helps people make progress
We use AI to help people understand requests, find the right information and move to the next step more easily.
Where judgement or advice is needed, we keep a clear route to the right person and carry the context with the handoff.
Build the experience around the insurance operation
CustomerPortal is our insurance customer and broker portal: one place to work with you across applications, documents, servicing, communication and data from core systems.
We shape CustomerPortal around the journeys that matter most, connecting self-service to the workflows behind it and improving the experience over time as needs evolve. It can be used as as a product in its own right or as part of a wider Systems iO solution.
Explore
Connected thinking. Relevant evidence.
Build New Digital Products
Turn an operational need into a useful digital product. We bring discovery, interaction design, engineering and integration together, with a plan for life after launch.
Explore Build New Digital Products
CustomerPortal
CustomerPortal connects the services, documents and information they need, creating a smoother digital experience without replacing the systems behind it.
Explore CustomerPortalStart with your operation
What would you change first?
Tell us where work slows down, where systems disconnect, or where your people could do more.
Talk to us about a workflow