When Intact acquired RSA's UK business, brokers were left working across three separate legacy platforms (RSA, NIG and Farmweb) to find product, cover and policy information. My job was to unify them into a single Intact broker platform with a clear information architecture, so brokers could find what they needed fast, on desktop where 75% of them work.
When Intact acquired RSA's UK business, brokers were left working across three separate legacy platforms (RSA, NIG and Farmweb) to find product, cover and policy information. My job was to unify them into a single Intact broker platform with a clear information architecture, so brokers could find what they needed fast, on desktop where 75% of them work.
When Intact acquired RSA's UK business, brokers were left working across three separate legacy platforms (RSA, NIG and Farmweb) to find product, cover and policy information. My job was to unify them into a single Intact broker platform with a clear information architecture, so brokers could find what they needed fast, on desktop where 75% of them work.
Who is Intact?
Who is Intact?
Intact is a Canadian company who wanted to expand in Europe. They acquired Royal Sun Alliance’s UK and Europe operations in 2024. Which also included NIG and Farmweb. In 2025 they planed to rebrand and unify UK and EU operations as Intact Insurance.
Brochureware site
Brochureware site
Intact UK’s public-facing platform serves as a comprehensive resource for existing broker partners, prospective brokers, and business customers.
Purpose of this platform is to give access to brokers to information about Insurance product offering. Which include - Cover details, target market, risk appetite, policy documents, etc
And more than 75% users on the platform are desktop
Intact UK’s public-facing platform serves as a comprehensive resource for existing broker partners, prospective brokers, and business customers.
Purpose of this platform is to give access to brokers to information about Insurance product offering. Which include - Cover details, target market, risk appetite, policy documents, etc
And more than 75% users on the platform are desktop
Who is Intact?
Intact is a Canadian company who wanted to expand in Europe. They acquired Royal Sun Alliance’s UK and Europe operations in 2024. Which also included NIG and Farmweb. In 2025 they planed to rebrand and unify UK and EU operations as Intact Insurance.
Brochureware site
Intact UK’s public-facing platform serves as a comprehensive resource for existing broker partners, prospective brokers, and business customers.
Purpose of this platform is to give access to brokers to information about Insurance product offering. Which include - Cover details, target market, risk appetite, policy documents, etc
And more than 75% users on the platform are desktop
Design process and sprint cycle adopted
Process
Process
Discover: Conduct discovery workshops, analysing existing research and analytics, conducted moderated testing of existing platforms and calls with colleagues to gather insights.
Define: Establish the project's goals and objectives. Create foundational research assets such as user archetypes, journey maps, user flows, and internal process diagrams.
Develop: Designing concepts for IA, journeys, flows, and wireframes. Including regular, critique sessions formal reviews across the team and the stakeholders.
Test: Conduct user testing session to validate the concepts and obtain user feedback from the users
Iterate: Writing test reports and sharing with the team and refining the design
Deliver: UX handoff to product designers(component design) and developers(tech feasibility)
Discovery with stakeholders
Discovery with stakeholders
Process
Discover: Conduct discovery workshops, analysing existing research and analytics, conducted moderated testing of existing platforms and calls with colleagues to gather insights.
Define: Establish the project's goals and objectives. Create foundational research assets such as user archetypes, journey maps, user flows, and internal process diagrams.
Develop: Designing concepts for IA, journeys, flows, and wireframes. Including regular, critique sessions formal reviews across the team and the stakeholders.
Test: Conduct user testing session to validate the concepts and obtain user feedback from the users
Iterate: Writing test reports and sharing with the team and refining the design
Deliver: UX handoff to product designers(component design) and developers(tech feasibility)
Discovery with stakeholders
User Archetypes
User Archetypes
Mapping and refining userflows
Mapping and refining userflows
Wireframing and interactions
Wireframing and interactions
User testing
User testing
User Archetypes
Mapping and refining userflows
Wireframing and interactions
User testing
IA structure validation & testing
IA structure validation & testing
Mapped analytics on RSA brochureware.
Ran card-sorting with underwriters and broker support team on usertesting.com.
We did tree testing with brokers to further refine the structure
This completes the triangulation. Making it a robust way to test the IA
IA structure validation & testing
Mapped analytics on RSA brochureware.
Ran card-sorting with underwriters and broker support team on usertesting.com.
We did tree testing with brokers to further refine the structure
This completes the triangulation. Making it a robust way to test the IA
Outcome & reflection
Outcome & reflection
In the final round of testing, brokers located policy information ~70% faster.
I introduced a document library, the single thing brokers asked for most, aimed at cutting repeat support requests.
The end-to-end flow passed AA accessibility testing, needing only minor component-level fixes.
Biggest lesson: testing with five users surfaced most usability issues, so small iterative rounds beat one big study at the end.
Outcome & reflection
In the final round of testing, brokers located policy information ~70% faster.
I introduced a document library, the single thing brokers asked for most, aimed at cutting repeat support requests.
The end-to-end flow passed AA accessibility testing, needing only minor component-level fixes.
Biggest lesson: testing with five users surfaced most usability issues, so small iterative rounds beat one big study at the end.
