Gabriela García

All cases

07 / Insurance · Collections and policy transactions

CARDIF / Group policies

Prototyping a complex collections and policy operation.

I took part in online workshops and in shared synthesis and analysis. My main contribution was prototyping the operational solution to turn rules, statuses and policy transactions into navigable workflows.

Navigable prototype · no documented launch

  • Detail of the “Update refund status” screen (Spanish UI): sample reference, partner and product, totals and the current status “In progress.”
Status change in the prototype · sample data (Spanish UI).
Role
Product Designer · solution prototyping
Participation
Online workshop support · shared synthesis and analysis
Scope
Tracking, policy transactions, files, reports and statuses

The challenge

A process with several participants

The operation brought together tracking, collections, refunds, reinstatements, discounts, cancellations and reports. The challenge was to connect search, policy selection, files, status changes and confirmations without losing traceability.

My contribution

Prototyping the complete operation

I prototyped the solution from the team’s shared process analysis: navigation, search, detail, file upload, status updates and confirmations.

I also supported the online workshops by preparing and building materials, and worked with a colleague on synthesizing and analyzing the team’s findings. Other team members facilitated the workshops.

Value proposition

Traceable policy management

Make policy management traceable by connecting lookup, transactions, files and statuses within one operational workflow.

Decisions and evidence

Policy transactions as navigable, verifiable workflows

The prototype represents not only the ideal screen but the operational sequence and its states.

  1. Tracking

    Check the status of a transaction without making changes.

  2. Policy transaction

    Collections, refunds, reinstatements, discounts or cancellations.

  3. Files

    Explicit upload of operational inputs before continuing.

  4. Status and confirmation

    Status change with a case summary and an explicit close.

  5. Reports

    Operational reporting from its own section.

CARDIF prototype follow-up screen (Spanish UI): side menu with Follow-up, Movements, Users and Reports, a selector to choose what to track and a “New movement” button.
Entry point Tracking and new transaction separate lookup from execution.
“Update refund status” screen (Spanish UI): a summary with reference, partner, product, totals and the current status “In progress,” plus a selector to change the status.
Status change Case summary, current status and available action in one view.
“Discounts” screen (Spanish UI) with an area to drag or select the accounting file and a disabled “Continue” button.
File exchange Explicit upload of operational inputs before continuing.

Screens from the original CARDIF prototype (Spanish UI). The user name and partner and product names were replaced with sample data. Reports and confirmations are described in the text; no screenshots of those screens are shown.

  • 01 · Traceability

    Keep reference, policy, partner and status visible across the workflow.

  • 02 · Prevention

    Hold actions until the required information is available.

  • 03 · Closure

    Confirmations and final states to reduce operational ambiguity.

Impact and actual scope

A prototype that made the operation tangible

I prototyped a navigable solution connecting tracking, policy transactions, uploads, reports and status changes. I turned the shared analysis into a concrete basis for discussing rules, dependencies and behavior before development.

Learnings

Prototype the system, not just the screen

Prototyping the complete operation revealed dependencies between lookup, files, status changes and reports that isolated screens would not have shown.

What can’t be claimedwithout measurement

A prototype, not a measured operation

  • The available evidence documents neither a launch nor usage outcomes.
  • No measured operational improvement is claimed.
  • Screens show sample data; user and partner names were removed.