Case Study: SURA improves emergency self-service and claim visibility with Aerolab UX redesign

SURA improves emergency claims UX in 5 months with Aerolab

Sura, a major Latin American insurance company, faced the challenge of redesigning its application and responsive web platform for use by clients in high-stress emergency situations, such as reporting a claim. They partnered with the design vendor Aerolab to improve the user experience and enable self-management to reduce operational burden and waiting times.

Aerolab implemented a user-centered solution focused on building trust and reducing cognitive load. This included creating a comprehensive design system, custom icons and illustrations, and conducting early usability testing to validate flows. The result was an app that provided users with clear visibility into process statuses, giving them peace of mind. Aerolab's work successfully streamlined the understanding of complex terminology and empowered users with more control, thereby reducing the load on Sura's customer service sector.

SURA