Allianz'ım App
Reframing Health Insurance Discounts with Transparency & Trust
Redesigned discount logic for health insurance to build trust, using a fuel gauge metaphor to clarify benefits without penalizing users for policy use.
Industry
Insurance
Headquarters
İstanbul/Turkey
Founded
1923
Company size
2500+
Overview
Many health insurance users are confused by the way their policy usage affects future discounts, leading to frustration and a perception of unfairness. A common complaint is: “I paid 20,000 TL—why does using what I paid for reduce my benefits?” In traditional settings, insurance agents clarified these misconceptions. But in a self-service digital experience, the product itself must communicate clearly, empathetically, and transparently.
Our challenge was to transform this sensitive touchpoint into a positive, empowering experience. Rather than making users feel penalized for using healthcare, we aimed to shift the narrative—positioning discounts as rewards for low-claim behavior, not entitlements being taken away. The end goal: build clarity, reduce support calls, and deepen trust in Allianz Türkiye’s customer-first approach.
Core Challenges
Confusion around discount logic led to mistrust and increased agent dependency.
Users perceived benefit usage as punishment, which contradicted the purpose of the product.
The interface had to strike a delicate emotional tone—clear, honest, but never punitive.
Users needed to understand not only what their discount is, but also why and how it might change.
Drop in support calls
The Process
We began by reviewing support tickets and common user objections, identifying the emotional pain point: customers don’t want to feel punished for accessing their paid healthcare benefits. From this insight, we reframed the experiencearound loyalty and responsibility—not restriction.
To visually represent this logic, we introduced a fuel gauge metaphor: a familiar, intuitive model that shows gradual depletion without evoking anxiety. As users spend on healthcare, their “discount tank” adjusts—clearly communicating their current tier and potential movement, up or down.
We designed a layered interface:
Top layer: Calm display of current discount and renewal date—no pressure, just context.
Middle layer: Breakdown of spending, remaining threshold before a drop, and current claim ratio—paired with short, friendly copy.
Bottom layer: Educational microcopy and tooltip support to demystify complex insurance logic.
Throughout, we were intentional with tone and color: no harsh red alerts, no moralizing language—only friendly, transparent feedback that respects the user’s choices and encourages awareness.
The Outcome
Our goal was to help users not just see their discount—but understand it, without feeling judged. We prototyped three visual styles of the “discount meter,” each inspired by different emotional tones:
Clean semicircle arc – simple and gentle, with a gliding segment.
Segmented gauge – bold and dashboard-like, evoking car instrumentation.
Futuristic HUD – sleek and data-centric.
We tested each for clarity, emotional tone, and accessibility. Ultimately, we chose a style that felt predictive, non-threatening, and easy to interpret.
We avoided placing financial breakdowns above the fold, instead leading with reassuring information first, then progressively revealing deeper data for curious users. Color choices adhered to accessibility standards, and all messaging used plain, human language—removing the need for external clarification.
By blending thoughtful UX strategy with emotional intelligence, we delivered a design that empowers users, fosters loyalty, and transforms a source of tension into a transparent reward system.
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