Insurance / Design Ops / Ecosystem
UX Design Lab helped a major insurance organization replace fragmented delivery, duplicated work, and team burnout with a shared system of templates, governance, and collaboration — cutting departmental costs by 20% and reducing developer dependency by 60%.
70+
Properties unified
20%
Departmental costs reduced
60%
Developer dependency reduced
1 unified system
Ecosystem
Introduction
The organization initially framed the work as a technical migration, but the underlying issue was operational: fragmented teams, duplicated work, constant firefighting, and burnout.
Reframed the work around the employee experience before the customer experience.
The organization initially framed the work as a technical migration, but the underlying issue was operational: fragmented teams, duplicated work, constant firefighting, and burnout.
A governed system of templates, information architecture, contribution rules, and collaboration rituals that enabled self-service delivery without losing consistency.
The most durable result was not just a unified ecosystem. It was a saner, more collaborative way of working.
-20%
Departmental costs
-60%
Developer dependency
70+ unified
Properties
Revitalized
Operating model
800+ Properties supported
UX Design Lab helped a global enterprise replace fragmented delivery with a governed design system and coded source of truth, reducing production time by 40%, lowering delivery costs by more than half, and cutting accessibility defects by 18%.
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18% Accessibility defects reduced
UX Design Lab turned fragmented accessibility work into a repeatable governance model by integrating standards, reviews, and delivery gates into how digital work got done, reducing defects by 18% and improving audit readiness.
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35% Workflow improvement
UX Design Lab used immersive field research and service design to turn fragmented logistics coordination into a role-aware operational platform, improving workflows by 35%, reducing communication incidents by 21%, and cutting role involvement by 70%.
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$900k+ Cost avoided
UX Design Lab ran a rapid diagnostic that showed 93% of the client’s issues were operational rather than software-related, helping leadership avoid an unnecessary build and redirect investment into a clearer service roadmap.
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45 days Delivery timeline
UX Design Lab designed a mission-critical IVF support experience under extreme timeline pressure, using a global follow-the-sun workflow to deliver a high-fidelity prototype in 45 days and help support the client’s next funding round.
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