My EH – Unifying the Customer Experience Across Multiple Countries

Objective – Designing a unified platform and rethinking customer relationship

The digital platform is one of the most crucial touchpoints between Euler Hermes and its policyholders, enabling them to conduct transactions independently. Previously, these transactions were carried out through traditional platforms, phone calls, or mail. The goal was to develop a modernized, unified platform for policyholders across all Euler Hermes markets. This new tool needed to align more closely with customer needs, leading Euler Hermes to partner with ekino to create new user journeys.

Challenges – Putting the customer first and adopting an agile delivery model

Building a new platform presented an opportunity to actively involve users in the design process. The continuous delivery model of the project required a fast-paced workflow, with new features being released regularly. To support this, we implemented a structured testing process to gather user feedback on newly designed journeys. The design team took on a dual role: defining and testing user flows while working closely with the agile development team.

Our Solution – A phased approach to user journey development and close monitoring of implementation

User journeys were developed feature by feature, prioritizing project requirements. The design team ensured a holistic experience by regularly validating new journeys internally and with the marketing team. Graphic consistency was maintained through a dedicated design system. New features were systematically tested in an UX lab, allowing us to gather customer feedback before implementation. Additionally, each designer was paired with a development team to closely monitor and validate the integration of designed workflows.

Results – Enhanced customer-centric design and a unified experience

Ekino’s approach placed policyholders at the core of the design process through the UX lab. This methodology allowed the team to focus both on long-term vision through journey creation and short-term execution by integrating seamlessly with the agile development team. The new platform is now more intuitive, aligned with market standards, and provides a consistent and seamless user experience for all policyholders.