INGO Insurance App

INGO has been a trusted name in Ukrainian insurance for over 30 years and ranks among the country's top three insurers by both premiums collected and compensation paid. After partnering with Brights to launch their renewed website in 2024, the company collaborated with us to create a mobile application that unites all insurance services and eliminates outdated, time-consuming processes.

The goal was to completely rethink how people interact with insurance. We set out to build a “pocket assistant” that would allow users to manage policies, submit claims, book appointments, call roadside assistance, and access 24/7 support in just a few clicks.

Before diving into development, we participated in stakeholder interviews and competitive analysis to understand what users truly needed. The research phase, conducted in collaboration with the client's team and the design agency, revealed a fundamental insight: people don't want to understand insurance complexities — they just want to complete tasks quickly.

Key findings:

• 70% of user interactions could be streamlined to a single entry point, drastically reducing navigation complexity.

• Overloaded screens with excessive information decreased user trust. The clearer the interface, the more confidently users completed key actions.

• For INGO, the key success factor was fast access to genuinely useful functionality, without distracting users with unnecessary elements. Competitors offered similar services, but often buried them behind multi-level navigation and complex insurance terminology. Our goal was to create an experience where users could quickly find the function they needed and use it without friction.

During prototyping, we explored several approaches, including card-based quick actions, a minimalist hub, and assistant-driven scenarios with contextual prompts. The client chose the minimalist hub concept with action cards: the fastest, most intuitive path confirmed by early testing.

The visual concept and design system were created by our long-time partners at Spiilka Design Büro, who established a minimalist, modern aesthetic perfectly aligned with INGO's vision. Their work provided the comprehensive foundation that shaped the entire application.

Our team's role was to extend this design system as we developed additional flows and features beyond the original scope. We applied Spiilka's established patterns to new user scenarios throughout development, ensuring the product stayed true to the original vision while meeting all functional requirements.

Together, we created a cohesive design language that works seamlessly across all insurance services, from simple policy viewing to complex claims submission flows.

Overcoming the challenges
Building an insurance app that feels simple requires solving complex problems behind the scenes. Here's how we tackled the biggest hurdles:

Translating insurance complexity: We rebuilt scenarios step by step so that even non-experts could quickly perform actions without getting lost in complex processes.

Creating consistency across services: INGO offers multiple insurance types, so we aligned the logic and patterns, allowing users to perform key actions without unnecessary switches.

We developed a fully functional mobile application that transformed INGO's insurance services into an intuitive, accessible product. Our work included flow development, scenario optimization, service integration, and complete technical implementation of all key functions.

• Electronic policy management: All policies are accessible in one place, viewable anytime without phone calls or paperwork.

• Streamlined claims submission: Users file claims directly through the app and track progress in real-time, which eliminates status-check calls to the contact center.

• Integrated doctor appointments: Customers book medical appointments through the app and can use a map of clinics covered by their insurance to find nearby options.

• Roadside assistance and 24/7 support: Emergency assistance and round-the-clock support are accessible directly in the app.

• Smart policy renewal: Users can renew insurance through the app without calls or office visits, with automatic reminders ensuring they never miss renewal deadlines.

• Biometric security: Face ID and Touch ID integration provides quick, secure access while maintaining the highest security standards for sensitive insurance data.

• Intelligent notifications: The app sends timely reminders about upcoming payments, scheduled doctor appointments, and reserved medications.

• Benefits integration: Users receive personalized offers from INGO and partner organizations, adding value beyond standard insurance coverage.

The INGO app fundamentally changed how the company's clients interact with insurance services. By digitalizing the entire user journey, we achieved several major improvements.

Reduced contact center load
With most actions now available through the app, the volume of routine calls to INGO's contact center decreased significantly, allowing support staff to focus on complex cases that genuinely require human assistance.

Increased customer satisfaction
The simple, transparent service model resonated with users who previously viewed insurance as a necessary burden. The app transformed INGO's service from something clients had to deal with into a tool they actually wanted to use.

Competitive differentiation
In a market where insurance apps often replicate offline complexity in digital form, INGO's minimalist approach stands out. The “pocket assistant”

Our partnership with INGO continues to evolve as we work together on expanding the digital ecosystem. The next task we took on was developing integrated insurance calculators for auto, tourism, and property that work across both the mobile app and website. INGO is truly committed to creating an omnichannel insurance experience, and we are excited to be part of this mission.