Case Study: Motor Insurers’ Bureau achieves accelerated digital transformation and a three‑week early police helpline launch with Pegasystems

MIB accelerates its digital transformation with design thinking

Motor Insurers’ Bureau (MIB), the U.K. organization that compensates victims of uninsured motorists, needed to speed up software delivery to keep pace with changing industry demands—particularly for its police helpline, which supports officers with roadside insurance inquiries. The challenge was to build adaptable, end-to-end software fast enough to resolve inquiries seamlessly and meet users’ evolving needs.

Working with Pega, a cross-functional team used a design thinking framework to rapidly prototype, test with real users and iterate; the first test run was completed in five days. The approach delivered the minimal lovable product on budget, increased user satisfaction, and enabled the system to go live three weeks early—while design thinking practices were adopted across the wider business.

Motor Insurers’ Bureau

Paul Jackman

CIO