Insurance buyers do not abandon because they dislike insurance. They abandon because the journey asks them to decode too much.
The mobile app could not be treated as a smaller version of the website.
The challenge was to make insurance easier to understand, easier to act on, and easier to revisit after purchase.
Policies contained dense benefit, pricing, eligibility, exclusion, and coverage language that was hard to compare on mobile.
Different customer segments had different levels of trust in digital buying, claims, and self-service workflows.
Buying, renewal, claim intimation, hospital discovery, risk advice, and value-added services were connected in the business, but not always in the user mental model.
The app needed to stay useful after the sale through renewals, claims, benefits, and partner services.
A mobile insurance experience designed around decisions, not departments.
A guided experience that helped customers identify coverage needs and receive more relevant product direction.
Simple walkthroughs clarified core app functions without overwhelming users at entry.
A cleaner landing experience grouped key actions, product visibility, and next-best paths.
Policy information was broken into card-style layouts to reduce density and improve comparison.
Claim initiation and recurring policy actions became ongoing relationship moments rather than back-office tasks.
Mantra designed and engineered a mobile-first insurance platform that brought product discovery, recommendation logic, buying journeys, claims, renewals, healthcare-service access, and value-added services into one coherent experience.
The journey was designed to move users from uncertainty to action.
- 01Trigger
Help the customer recognize the need for protection without making the entry point feel like a sales funnel.
- 02Advice
Use plain-language guidance, risk prompts, and contextual education to reduce uncertainty.
- 03Product fit
Show relevant products and benefits in a format the user can scan, compare, and trust.
- 04Purchase
Break the buying flow into focused, single-task screens with clear coverage rationales.
- 05Servicing
Give customers direct routes to claims, renewals, hospitals, support, and value-added services.
The product was not designed as an insurance menu. It was designed as a decision journey for people who needed clarity before they could take action.
What changed when the operating model became connected.
Product information was dense and difficult to compare on mobile.
Policy details were broken into simpler cards, clearer benefit groupings, and more scannable product paths.
Customers had to understand insurance terminology before taking action.
Plain-language guidance, illustrations, and risk prompts helped users identify relevant coverage needs.
Buying journeys risked becoming long, multi-step form sequences.
Purchase flows were organized into focused, single-task screens with visible decision cues.
Claims and support actions could feel separate from the main product experience.
Claim intimation, hospital discovery, servicing, benefits, and partner services became part of the app core utility layer.
The interface had to sell, educate, service, and reassure — often in the same journey.
The product needed to remain useful between purchase and renewal through benefits, claims, hospital discovery, and service actions.
Users could not confidently buy if they did not understand the need, coverage, or differences between plans.
Some users were ready for digital-only flows; others still needed reassurance, assisted support, or clearer proof.
The design had to compress product complexity without making the journey feel under-explained.
Mantra can turn complex insurance portfolios into usable, decision-led customer journeys.
We can translate product, sales, service, and claims complexity into journeys customers can actually navigate.
Personas, empathy maps, competitive analysis, and journey mapping shaped product decisions.
The experience was designed for mobile-centric policyholders and phased deployment.
The architecture and rollout approach supported MVP delivery with room for multilingual, multi-product, and partner-service expansion.
The capabilities behind the build.
Mobile-first insurance platform across buying, claims, renewals, partner services, and customer engagement.
Navigation, onboarding, product cards, recommendation flows, and claims intimation redesigned around customer decisions.
Recommendation-led journeys and customer-context-led product discovery.
Structured for phased expansion, partner integrations, and scalable deployment.