UX in emergency situations

Sura is among the largest Latin American companies in the insurance industry according to the MAPFRE Foundation. We worked together to redesign their application & responsive web used by their clients and the insurance company Answer.


The Challenge

The main challenge was to put ourselves in the shoes of a user who will use the platform in very high stress situations, such as reporting a claim or asking for assistance when having a problem with their car.


Main take aways

  1. The importance of making the status of the processes visible to give the user peace of mind with their emergency.

  2. The user of appropriate illustration at each stage of the process reduces cognitive load for users.

  3. The more control we give to the user for self-management, the less operational burden the customer service sector has.

  4. The importance of streamlining the understanding of highly technical terminology with complementary information for the user.