INDUSTRY:
INSURANCE / HEALTH
CLIENT:
NIB
YEAR:
2023
EXPERIENCE:
MEMBER PORTAL / WEB DESIGN
NIB Member Portal
about.
nib Group operates multiple insurance brands across Australia, including nib, World Nomads, and TID (Travel Insurance Direct). Each brand had its own member portal, but the user experiences were fragmented, inconsistent, and costly to maintain.
We were engaged to redesign the member portal experience across all three brands—creating a unified, modular design system supported by a central CMS. I led the product design stream focused on building a flexible UI architecture that could scale across brands while remaining easy to manage, evolve, and personalize.
challenge.
The primary challenge was designing a shared portal framework that could balance three brand voices, serve different customer segments, and consolidate overlapping functionality—without duplicating effort or sacrificing UX clarity.
key challenges
Inconsistent visual and interaction patterns across brands.
Brand-specific business rules and language requiring flexible content delivery.
Disconnected CMS implementations leading to manual content updates.
Disjointed information architecture and task flows in the member portals.
my approach
Conducted UX audits of the existing portals for nib, World Nomads, and TID to identify common features and divergent UX models.
Defined core user journeys (e.g. claim submission, policy management, document retrieval) and mapped them across brands to establish shared patterns.
Designed a component-based design system and a CMS-driven template structure that allowed visual differentiation without functional inconsistency.
Worked closely with content strategists and devs to ensure the templates were flexible, reusable, and future-proof.
Prototyped and tested responsive layouts optimized for mobile-first interactions—critical for travel insurance use cases.
The result was a modular UX foundation capable of powering multiple branded experiences from a single system.
results.
Our work enabled nib Group to modernize its member portals at scale, while improving maintainability and user satisfaction:
A centralized design system serving three brands with distinct identities.
CMS-based templates allowed brand teams to update content without developer involvement.
Streamlined user flows improved clarity and reduced friction in high-use tasks like claims and policy updates.
Improved accessibility and responsive behavior across desktop and mobile.
Reduced duplication across design and engineering teams, accelerating future feature delivery.
By aligning the member experience under a single, flexible system, we helped nib Group enhance its service delivery while creating a scalable foundation for its evolving portfolio of insurance brands.
