Finance, Insurance & Fintech
Case Study: Design and Development for Zurich Insurance Sales RTC CRM
Zurich
Client Overview
Zurich Insurance Group, founded in 1872 and headquartered in Switzerland, is a leading multi-line insurer serving customers in over 200 countries and territories. With a rich history spanning more than 150 years, Zurich offers a wide range of insurance products and services to individuals, small and mid-sized businesses, as well as large multinational corporations.
View full client details
Customer Base
Over 75 million customers globally.
Global Reach
Operates in more than 200 countries and territories.
Employees
Approximately 63,000 employees worldwide.
Revenue
Reported revenues of CHF 65.17 billion in the trailing twelve months.
Profit Before Tax
Achieved a net income of CHF 5.13 billion.
Products & Solutions
General Insurance: Provides property and casualty insurance products and services. Global Life: Offers life insurance and pension products. Farmers: Provides insurance products and services through the Farmers Exchanges.
Market Presence
Aim for a core return on equity of over 23% and average annual growth of more than 9% in core earnings per share between 2025 and 2027. Additionally, targets cumulative cash remittances exceeding $19 billion during this period.
Technology
In June 2024, acquired American International Group Inc's Global Personal Travel Insurance Business for $600 million.
Industry Recognition
Recognised for its commitment to customer care and resilience, Zurich continues to transform insurance by offering not only protection but also prevention services that promote well-being and enhance climate resilience.
The Challenge
Zurich's sales team needed a solution to overhaul their existing Zurich Insurance Sales RTC Worldwide CRM. The goal was to improve the technology stack, enhance user experience, and update the look and feel of the software for both mobile and web applications.
Previous Approach
Zurich's development team struggled to solve the issues without external help. They formed a dedicated team to deliver a Proof of Concept (PoC) for the new CRM system, but the existing solution lacked the necessary improvements in UX design, technology, and usability.
Impact of the Challenge
The Solution
To address this challenge, I led the UX/UI design and development of the PoC, working closely with the Zurich team. The solution was built with the following key components:
- UX Design & UI Development: I designed and developed the user interface with a focus on a modern, user-friendly experience for both mobile and web.
- PoC Development: A Proof of Concept (PoC) was delivered using SalesForce, Lighting, HTML5, CSS3, and JavaScript, ensuring that the design was scalable and aligned with Zurich's business needs.
- Cutting-Edge UX & GUI Design: The PoC was designed with state-of-the-art UX principles, focusing on providing an intuitive and seamless user experience across all devices.
Key Deliverables
UX & UI Deliverables
- Multi-Platform UX Design for Desktop, Tablet, and Mobile
- Business Requirements & Logic Documentation
- Information Architecture Redesign
- End-to-End Wireframe Design
- High-Fidelity GUI Designs
- End-to-End UX Solution Journeys
- High-Fidelity Prototypes & UI Designs
Development Contributions
- UX Experience Design & UCD
- Research & Usability Testing
- Product Design Leadership
- UI Interface Design & Architecture
- Usability & Accessibility Enhancements
- Interaction Design Implementation
The Results & Impact
- The PoC successfully demonstrated the potential of the new CRM system, providing Zurich with the technology, design, and functionality to test and validate its vision.
- The business team was able to assess the PoC, making informed decisions about the next steps for their core business tools.
- The cutting-edge UX & GUI design created a solid foundation for improving internal processes, empowering employees and providing a better service to clients and potential new leads.
- The delivered PoC enabled Zurich to explore and validate new business possibilities, generating value for the business, employees, and clients.