The general insurance journey needed to work as one connected experience across quoting, payment, servicing and renewals, rather than feeling like a set of separate steps owned by different parts of the business.
I mapped the full customer journey, working through how people built a quote, paid for cover, managed their policy and returned to renew. Alongside that, I helped create a reusable component library that brought the experience closer to TSB’s brand and gave the wider team a more consistent foundation to build from.
A huge thank you to the Aviva and TSB general insurance team for sharing the detail behind each stage of the journey, challenging the work from both customer and operational perspectives, and helping turn a complex insurance process into something clearer and more joined up.