Product & User Context

Product & User Context

Business + Technical contraints

Problem Definition

“How might we make insurance payments simple and flexible, so members can pay quickly, in the way and at the time that works best for them, whether online or offline?”

Reseach insights - Edge cases

Prioritisation Framework

Opportunity Area

Opportunity Area

Opportunity Area

Ideation & Exploration

Lo-Fi Concepts

Lo-Fi Concepts

AI Generated Prototype

Testing + Validation

Testing + Validation

Overall, the proposed payment flow performed well and requires only minor optimisations

Cross-Functional Collaboration

How AI Supported This Project

Iteration Process

Accessibility & Edge Cases

We also conducted an accessibility review aligned with WCAG guidelines, referencing Vision Australia (Australia’s largest not-for-profit organisation and registered charity). RAA is committed to delivering products and services that meet AA+ accessibility standards

Final Solution

Outcomes and Impact

Reduced payment abandonment decreased from an average of 10.0% to 9.2% across Motor, Home, and Landlord insurance journeys between November 2025 and April 2026. This improvement led to higher transaction completion rates, with an estimated uplift of 2,631 additional policies and AUD $3.12M in annual revenue (forecast)

Outcomes and Impact

Reflection & Next Steps