EXA Segurança (TIM partner)
Back office for a new insurance line
The back office operations use to look up policies and claims, with every detail of a policy in a side panel.
- Role
- UX/UI Design Specialist
- Period
- 2025
- Sector
- Telecom and insurance
Pain points
- A new insurance line with no defined service process.
Discovery
- 01Business rulesPolicy status, coverage period, installments and cancellation.
- 02Technical validationTests and reviews with the developers.
Journey
- 01SearchPolicy and claim lookup with filters.
- 02Side panelPolicy details without leaving the screen.
- 03TabsCustomer, purchase, installments, documents and cancellation.
- 04ActionResend documents or cancel, with a warning and a record.
What changed
- Cases solved on a single screen.
The challenge
EXA was launching a new insurance line sold with TIM mobile plans. Operations needed to look up policies and claims, check payments, resend documents and cancel, all in one place.
The solution
A policy search with filters and a details side panel organized in tabs: customer, purchase, installments, documents and cancellation.
Service agents solve the case without changing screens. Installments show the status of every payment, and documents can be resent by email.
Decisions that prevent mistakes
Cancelling a policy cannot be undone, and the screen says so first. The reason and the request channel are recorded.
Flows were designed with accessibility in mind and validated with the developers through tests and reviews.
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