Allianz'ım App
Optimizing Contact Information
Allianz Turkiye aimed to centralize and streamline the management of customer communication information within the mobile application.
Industry
Insurance
Headquarters
Madrid
Founded
1923
Company size
2500+
Overview
Allianz Türkiye sought to centralize and streamline customer communication management within the Allianz’ım mobile app. Previously, contact information was fragmented and inconsistent across multiple policies, resulting in duplicate or outdated details. Customers lacked a seamless, unified interface to view, update, and verify their communication data efficiently.
This fragmentation not only caused user frustration but also posed operational challenges—such as inaccuracies in customer records that impacted service delivery and reporting. Updating contact details required multiple, repetitive steps, often forcing users to call support or navigate confusing workflows. The need for a unified, intuitive system was clear: one that would empower users to manage their communication details effortlessly while ensuring data accuracy and compliance across all policies.
Decrease in reported errors
3x
Faster Update Completion
Cleaner Contact Data in 1st year
Challenges
Users needed a simple way to update email and phone information across all policies simultaneously without confusion.
The system had to support both verified and unverified contact details, balancing flexibility with data integrity.
Users with multiple contact entries required clear editing limits and an intuitive update process.
The UI and language had to transparently communicate that updates applied universally across policies, minimizing errors and misunderstandings.
The Process
The project kicked off with extensive research and analysis. I conducted competitive benchmarking against leading insurance and financial apps to extract best practices and common pitfalls. User feedback from app reviews and support channels surfaced frustrations, such as redundant steps and unclear guidance in the existing update flows.
Collaborative workshops with stakeholders—including product managers, developers, and compliance teams—helped clarify technical and regulatory boundaries. Mapping the current user journey revealed bottlenecks and points of confusion.
Based on these insights, I designed a future-state journey consolidating contact management into a single, streamlined flow. This approach enabled users to update and verify their details across all policies in one seamless step. The design accounted for edge cases like incomplete updates and unverified contacts to ensure clarity and flexibility.
The Solution
The redesigned Contact Information feature in Allianz’ım addressed user pain points while advancing organizational goals—such as improving data accuracy for Allianz Global’s annual reporting and reducing clutter from obsolete contact records.
Unified Updates Across Policies: Users can now update email and phone information simultaneously for all their policies in one simple flow, eliminating confusion and redundant actions.
Direct In-App Management: Centralizing contact details within the app removes the need for time-consuming calls or offline interventions, reducing cognitive load and empowering users with full control.
Clear UI and Feedback: Bottom sheet notifications and clear feedback mechanisms confirm that changes apply universally, minimizing errors and outdated data entries.
Verified vs. Unverified Contacts: The flow visually differentiates verified contacts, requiring re-verification upon edits to safeguard data integrity. Unverified contacts can be updated more freely, with prompts encouraging users to verify, balancing flexibility with reliability.
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