1. Surfaced the unknowns before designing anything. Instead of jumping into screens, I audited the brief and produced a structured list of open questions for each module — what “SHM1” meant, how policies and certificates relate, what info goes on a carnet, how Ficolinks are generated, what data each provider listing should show. This document drove the client conversation and unblocked the design phase.

2. Built protopersonas to anchor decisions. Defined the primary users (individual policyholders and corporate beneficiaries) with their goals, tech comfort levels, and the moments where they’d actually open the app — usually under stress (a medical emergency, a pending claim, a payment due). This shaped which actions needed to be one tap away vs. buried.

3. Designed the navigation map and user flows in FigJam. Mapped 6 primary sections to a bottom nav + hamburger pattern, with the 24/7 medical hotline as a persistent, high-visibility CTA — because in an insurance app, the most important moment is when something goes wrong. Flows were drawn for the 8 most critical paths (login with biometrics, file a claim, request pre-authorization, pay a pending invoice, find a provider, etc.).

4. Built high-fidelity mockups in Figma. Designed the full app across the 6 modules, with native patterns for iOS (Face ID) and Android (fingerprint), session-timeout handling, and forms tuned for the claim and pre-authorization flows — the two most complex tasks in the app.

5. Built an atomic design system. Tokens, typography, color, primary/secondary/tertiary buttons, cards, form fields, search components, filters, progress indicators, notifications, dropdowns, tables, and iconography — all componentized so engineering could implement without re-deciding visual details.