Transforming Insurance Operations

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Description
Supported the transformation of a legacy Citrix-based insurance platform into a modern cloud solution for RESO Garantia. The project focused on redesigning critical workflows, improving payment processes and ensuring business continuity throughout the migration.

My Role
Redesigned critical insurance agent workflows
Led the design of the payment ecosystem across desktop and mobile
Created cross-channel payment journeys and interaction flows
Improved operational visibility and follow-up processes
Collaborated with cross-functional stakeholders to support the platform transformation

Outcome
The redesigned platform unified core insurance workflows, introduced a connected payment ecosystem, improved agent productivity and established a scalable foundation for future business growth.

Tools
Figma • FigJam • User Journey Mapping • Service Design • Business Analysis