Unlocked adoption for large insurance companies

Role

Product designer

Before

  • Guarantee letters were exchanged via email

  • Tax reports were prepared manually

  • Critical workflows relied on fragile workarounds

purchase blocker

Enterprise clients couldn’t adopt the product because guarantee letters are their critical workflow

After

  • Guarantee letters exchanged inside the product with electronic signatures

  • Government tax reports generated automatically

  • Medical data securely encrypted

↓ risks

↓ manual work

↑ new clients

Product context

Kontur Insurance

A web service for document exchange between insurance companies, clinics, and assistance providers. Integrated with Kontur Diadoc and processes documents containing medical data

Environment

  • heavy regulatory requirements

  • strict document format standards

  • sensitive personal and medical data

Problem

Business

4 major market players could not use the product

due to the absence of a legally valid format for guarantee letters.

Acquiring these companies would significantly increase revenue

Product

The product lacked workflows for:

  • exchanging guarantee letters

  • signing documents with electronic signatures inside the system

  • exporting documents in the required government reporting format

  • related document workflows

As a result, guarantee letters were exchanged via email

Design hypotheses

1

Supporting guarantee letters will remove a key adoption barrier for large insurance companies

2

A structured document workflow will replace unsafe email exchanges

3

Electronic signatures and tax reporting formats will keep the workflow inside the product

4

A clearer workflow will reduce the number of unfinished documents

AS IS: Analysis of the current guarantee letter exchange flow highlighting problem areas

Role

Problem definition & product direction

Clarified the business problem and regulatory constraints.

  • Worked with an analyst to understand government document requirements

  • Analyzed the existing document exchange process

  • Defined the target workflow and key risks

Уточнила формулировку бизнес-задачи и регуляторные ограничения.

  • Вместе с аналитиком обращалась в ФНС и разбирала требования ФНС к формату документа

  • Проанализировала текущий процесс обмена документами

  • Сформировала целевой сценарий

  • Выделила риски и сформулировала гипотезы

Solution design

Designed the end-to-end workflow: document creation, required fields, electronic signatures, and status handling.

  • Connected guarantee letters with guarantee letter requests in the workflow

  • Designed edge cases and error states

  • Planned the flow for scalability

Draft design fragments

Prototyping & alignment

Created a clickable prototype of the full workflow.

  • Used it to validate logic with analytics and engineering

  • Shared it with the implementation team for client demos

Design handoff

Prepared detailed UI specs and interaction states

  • Documented constraints and error scenarios

  • Reviewed the solution with engineers

  • Supported implementation

Design QA

Defining success metrics

Design annotations for development handoff

Solution

TO BE: Improved guarantee letter exchange flow

1

Removed the adoption barrier for large insurers

  • Introduced legally valid guarantee letters inside the product

  • Added electronic signature support within the workflow

  • Ensured compliance with government reporting requirements

2

Replaced email-based document exchange

  • Designed the full workflow for creating and sending guarantee letters

  • Connected requests and guarantee letters into a single document history

  • Introduced clear document statuses

3

Reduced reduced off-platform work

  • Enabled exporting documents in the required regulatory format

  • Structured the document to match regulator requirements

4

Reduced unfinished signing workflows

  • Simplified the signing flow

  • Designed error handling and edge cases

  • Improved visibility of document statuses

  • Упрощён процесс подписания

  • Проработаны ошибки и пограничные случаи

  • Добавлена прозрачность статусов

Scalability

The workflow was designed to support future expansion, including sending guarantee letters for multiple patients within a single document

Success metrics

The feature was released recently, so data is still accumulating. However, early signals already show how the solution performs

1

Enterprise adoption

+1

Conversion of large insurance companies to active clients

2

Workflow migration from email

↑

Number of guarantee letters created inside the product

3

Workflows completed inside the product

↑

Share of documents prepared entirely within the service

↑

Usage of regulatory-format exports

4

Signing success rate

↑

Share of successfully signed documents

↓

Share of interrupted signing flows

Прототип отправки и подписания гарантийного письма

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