Client engagement · INSURANCE EXPERIENCE · CUSTOMER JOURNEYS · DIGITAL TRANSFORMATION
Intact Insurance
Make complex insurance journeys easier to understand while respecting the operational and regulatory needs behind them.
AT A GLANCE
As Vice President of Customer Experience (CX) / User Experience (UX) and Digital Strategy at Cossette, I led research and design direction within a multidisciplinary omnichannel team.
The opportunity
Clarity matters when the decisions matter.
Insurance customers may arrive with low category knowledge and high anxiety, while needing accurate information about products, eligibility, coverage, pricing, service and next steps. The work needed to simplify the experience without losing the requirements behind it.
My role
Bring business requirements and customer needs together.
I led user experience research and design direction as part of a wider digital transformation. Stakeholder interviews and requirements workshops surfaced goals, dependencies, constraints, risks and success measures before customer-facing design decisions.
How we worked
Map the lifecycle, then test the direction.
Current and future journeys showed how needs changed across the insurance lifecycle and where handoffs or information gaps created friction. Customer research informed language, hierarchy, findability and self-service priorities. Prototypes and iterative usability testing helped the team refine direction before deeper delivery investment.
What changed
An evidence-led direction for the redesign.
The work connected customer tasks, business requirements, service operations and implementation realities. Priorities reflected customer impact, business value, feasibility, risk and effort.
What this demonstrates
High-trust experiences need clear decisions and careful delivery.
This case shows stakeholder research, journey mapping, prototyping and iterative testing in a regulated customer experience.