Iúnigo app
Reinventing the insurance experience. Transforming a traditional, offline process into a fully digital, user-centered solution for Iúnigo.
Discovery phase
Iúnigo was the first insurtech company in Argentina, and our challenge was to reinvent a process that had traditionally been completely physical — turning it into a fully digital experience. We started from scratch, conducting workshops to understand the existing workflows and identify pain points in the classic processes of claims and roadside assistance.
Through user interviews, empathy maps, personas, and card sorting exercises, we gained a deep understanding of how users interacted with insurance services and what barriers they faced when moving to digital channels.
Role
Senior UX/UI Designer
Ideation
With this understanding, we redefined each step of the user journey — from requesting assistance to reporting an accident — aiming to simplify complex procedures and make them accessible from the app at any time. Our team sketched multiple flow options and built low-fidelity wireframes to visualize how users could complete these tasks intuitively, with minimal friction. We wanted users to feel empowered and independent, so we designed for self-management, reducing the need for phone calls or manual intervention.
Visual Exploration
Once the structure and flows were validated, we moved on to the visual layer. The goal was to create a friendly, trustworthy, and approachable interface that reflected Iúnigo’s innovative spirit. We iterated on interactive prototypes, progressively increasing fidelity — starting with paper sketches, then mid-fidelity prototypes, and finally fully functional app versions. Each round of user testing gave us valuable feedback to refine both the design and the communication, helping users learn how to perform tasks they had never done digitally before.
Results
The outcome was a successful launch that transformed how users interacted with insurance services. The new app significantly reduced waiting times — from 3 hours to just 20 minutes for a battery assistance, and around 40 minutes for towing. Users quickly adopted the platform and expressed high satisfaction, particularly with the ability to report claims 24/7 directly from the app, without needing to speak to an agent. The redesign not only modernized Iúnigo’s digital ecosystem but also positioned the company as a true pioneer in the insurtech space, setting new standards for customer experience in the industry.
