Gjensidige Forsikring

Context

Gjensidige was in the process of consolidating its digital platforms to create a more cohesive customer experience.
After launching a new platform for private customers, the focus shifted to business clients — a far more complex segment with greater needs for clarity and efficiency.
My role as Lead UX Designer was to bring structure to that complexity and design an experience where customers could gain a clear overview and handle more tasks on their own.

Challenge

With a tight deadline and a strong focus on getting the technical platform ready, there was limited room for traditional user involvement.
I became the bridge between business goals and technical constraints, translating them into a user-friendly structure and experience — while keeping attention on the bigger picture and what truly creates value for customers.

Insights and turning points

• • Many internal processes were still manual, creating delays and customer frustration.
• • The amount of data made the experience feel heavy and difficult to navigate.
• • Success wasn't about showing everything — but about showing the right things, at the right time.

Solution

The new business portal brings all insurance products and services together in one place, enabling customers to handle far more tasks digitally.
The experience is built around clarity and simplicity, allowing users to quickly find what they need and take action without waiting.
The underlying information architecture ensures that complex data is revealed gradually and only when relevant, creating a calm and efficient flow.

The screens below show a flow from overview to details and is a very small fraction of the work. Please contact me for a comprehensive walkthrough.

Impact

The new portal gives Gjensidige's business clients far greater agency.
Tasks that previously required customer service — and could take days to complete — can now be handled directly online in minutes.
Processes are streamlined, and information is easier to act on, reducing friction for both clients and internal teams.

Learnings

• • A strong design system can accelerate complex work and keep quality consistent under pressure
• • Shared understanding across disciplines — when design, business, and tech align, good decisions happen faster
• • Many user challenges stem from internal complexity rather than user behavior — clarity and collaboration are often the most powerful design tools