Good UX, good work: Why modern design is also important internally
The insurance industry is digitizing — but internal software rarely focuses on modern interfaces. As a result, not only employee satisfaction suffers, but also efficiency.
User experience (UX) is still underrated when it comes to internal software
Digital services for end customers often shine with intuitive interfaces, clear navigation and modern design. But as soon as software is purchased for internal use, priorities change: functionality, price and compliance are suddenly in the foreground. User experience falls by the wayside. Even in the insurance industry, where many systems have been in use for a long time, internal software is often too rarely assessed from the point of view of usability.
“The most important thing is that the software offers all functionalities” — this attitude is widespread. And while it is absolutely right to select software based on functionalities and technical requirements, it ignores the potential that lies in optimizing the UX. Companies that see UX as a strategic lever not only gain efficiency, but also more sustainable employee satisfaction.
How does good UX influence efficiency in everyday work?
A well-thought-out UX and therefore also a tidy user interface (UI) make a big difference — especially when it comes to complex business processes. Because when interfaces are based on known patterns, important functions are located where the user intuitively expects them and navigation structures are consistent, the processing speed increases significantly.
In the insurance industry, where processes often consist of many individual steps, a good UX reduces unnecessary click paths and reduces cognitive load. Users achieve their goals faster, make fewer mistakes and can concentrate more on evaluating the content of the cases.
Good UX influences KPIs
The positive effects of a well-thought-out UX can be proven using clear performance indicators:
- Processing times are reduced because processes are managed logically and visual hurdles are minimized.
- Employee satisfaction increases because work is more pleasant and smoother and the software adapts to the user.
- Customer satisfaction increases as customer concerns are processed more quickly and thus improve the service experience.
Especially in service-oriented industries such as insurance companies, it is clear that a good internal UX leads to more efficient processes and at the same time creates space for quality in customer interaction.
What makes good UI design
A strong UI is clear, consistent and tailored to the respective target group. It takes into account the corporate design of the respective company as well as established operating standards. Good interfaces rely on familiar structures: Settings can be found where users expect them and not in changing places. Even small details — such as a discreetly placed notification sound — can have a big effect if they are adapted to the context of use.
But even what looks modern in a designer's eye is not automatically user-friendly. Too many visual gimmicks, unclear buttons, or excessive variety of colors are distracting and make orientation difficult. The rule here is: Form follows function.
UX plays a crucial role in change processes
UX is a decisive success factor for the introduction of new software solutions. Because whether new systems are accepted and used efficiently depends largely on how intuitive they are to operate. The better the usability, the faster employees find their way around new processes.
Well-thought-out user guidance creates orientation and security, especially in companies with complex processes. UX thus builds bridges between familiar working methods and new technology.
Which trends will shape tomorrow's UX strategies?
In addition to AI-based systems and smart chatbots, two topics are becoming increasingly important:
accessibility: Legislative regulations — such as the stricter accessibility ordinance — make it more relevant in a B2B context as well. This is not just about people with permanent limitations, but about anyone whose abilities can change temporarily or permanently.
Emotional UX: Animated loading bars, microinteractions, or feedback loops create trust. They signal that the system is working in the background. This emotional support strengthens user loyalty.
UX is a key success factor for digital transformation. Anyone who invests in good UX today creates the basis for efficient, satisfying and future-proof work processes.
Would you like to see what a modern user experience in customer service can look like? Request one now non-binding live demo our Dynamic Workload software solution.
Dr. Moritz Liebeknecht
IP Dynamics GmbH
Billstraße 103
D-20539 Hamburg
