Hastings Digital Journey
Overview
Hastings already had a strong digital product when I joined, including a high-performing quote journey and a highly rated car insurance app. As Senior Product Designer, I focused on improving the parts that were still creating friction rather than redesigning something that was already working.
The work covered three areas: accessibility across the design system, drop-off around policy upgrades and pricing, and early concepts for mobile servicing. This included auditing 1,400 components, simplifying the route from quote to purchase and exploring a digital wallet for the app.
Categories
UX/UI
User Research
Design Systems
Client
Hastings
Date
2022
Digital wallet concepts for app and wallet
Some examples of the accessibility audit
The Hastings app
Process
Tackling accessibility
I audited 1,400 components across the Figma design system, from colour foundations through to complete components and interaction states. Of those, 286 failed our accessibility checks and needed changes. More than 1,100 passed, although many only met AA, which gave the team a clear view of the further work needed to move towards AAA where practical.
CRO and Quote Journey Refinements
Policy upgrades were a clear drop-off point. Our goal was to make them feel less like completing a tax form and more like choosing pizza toppings: clear options, an obvious effect on price and easy to change. We reduced the number of steps and designed the choices to work clearly on both mobile and desktop.
There was also too much legal copy spread across too many screens. I worked with the Head of Content to remove duplication, reorder information and cut text that wasn’t helping customers make a decision.
Mobile App and Digital Wallet Exploration
Alongside the quote-journey work, I explored how a digital wallet could help customers keep policy details close to hand and make a claim from their phone. I developed early concepts and wireframes, focusing on how the feature could add useful servicing tools without making the app harder to navigate.
Takeaways
The accessibility audit gave the team a clear 12-month improvement roadmap aligned with Consumer Duty. It identified which components needed immediate changes and where Hastings could move beyond AA towards AAA where practical.
Outcomes
Drop-off fell in the final stages between quote and purchase.
Policy upgrade selection became clearer and faster, particularly on mobile.
The app remained the highest-rated car insurance app on iOS and Android during my time at Hastings.
App adoption increased during the same period.
My time at Hastings was relatively short, but the scope was broad. I left behind an accessibility roadmap, a clearer quote journey and early direction for future app features.
Hastings Digital Journey
Overview
Hastings already had a strong digital product when I joined, including a high-performing quote journey and a highly rated car insurance app. As Senior Product Designer, I focused on improving the parts that were still creating friction rather than redesigning something that was already working.
The work covered three areas: accessibility across the design system, drop-off around policy upgrades and pricing, and early concepts for mobile servicing. This included auditing 1,400 components, simplifying the route from quote to purchase and exploring a digital wallet for the app.
Categories
UX/UI
User Research
Design Systems
Client
Hastings
Date
2022
Digital wallet concepts for app and wallet
Some examples of the accessibility audit
The Hastings app
Process
Tackling accessibility
I audited 1,400 components across the Figma design system, from colour foundations through to complete components and interaction states. Of those, 286 failed our accessibility checks and needed changes. More than 1,100 passed, although many only met AA, which gave the team a clear view of the further work needed to move towards AAA where practical.
CRO and Quote Journey Refinements
Policy upgrades were a clear drop-off point. Our goal was to make them feel less like completing a tax form and more like choosing pizza toppings: clear options, an obvious effect on price and easy to change. We reduced the number of steps and designed the choices to work clearly on both mobile and desktop.
There was also too much legal copy spread across too many screens. I worked with the Head of Content to remove duplication, reorder information and cut text that wasn’t helping customers make a decision.
Mobile App and Digital Wallet Exploration
Alongside the quote-journey work, I explored how a digital wallet could help customers keep policy details close to hand and make a claim from their phone. I developed early concepts and wireframes, focusing on how the feature could add useful servicing tools without making the app harder to navigate.
Takeaways
The accessibility audit gave the team a clear 12-month improvement roadmap aligned with Consumer Duty. It identified which components needed immediate changes and where Hastings could move beyond AA towards AAA where practical.
Outcomes
Drop-off fell in the final stages between quote and purchase.
Policy upgrade selection became clearer and faster, particularly on mobile.
The app remained the highest-rated car insurance app on iOS and Android during my time at Hastings.
App adoption increased during the same period.
My time at Hastings was relatively short, but the scope was broad. I left behind an accessibility roadmap, a clearer quote journey and early direction for future app features.
© 2026 All rights reserved
© 2026 All rights reserved
© 2026 All rights reserved