How might we build trust and sustained engagement in digital services?
Product Design — Transformation
The client was operating multiple legacy channels (phone, paper contracts) and saw low digital platform adoption in a regulated market. We were commissioned to design a unified onboarding flow and a production-ready design system to improve clarity, trust, and scalability across services.
UX & UI Design • Design System • User Testing • Implementation Support
Product Designer — 15 months
Challenge
Balancing Security and Simplicity
- Fragmented onboarding journey with inconsistent UI patterns
- Complex multi-step verification causing user frustration and drop-offs
- Strict regulatory and accessibility requirements limiting design flexibility
Approach
Designing for Clarity and Scale
01 — System Mapping
To understand the problem across products, we mapped all existing onboarding and verification flows — identifying overlaps, inconsistencies, and high-friction moments. This allowed us to define the structural patterns that would later inform both UX and UI components.
02 — Prototyping and User Testing
We developed interactive prototypes to evaluate comprehension, flow logic, and terminology around identity verification. Each round of testing focused on clarity and trust — validating whether users understood what was happening and why at each step.
03 — Design System and Implementation
Based on these insights, we built a modular design system with documented patterns, tokens, and accessibility rules. Collaboration with the development team ensured consistent implementation and cross-product scalability.
Identity Verification
Identification
Why do you need to identify yourself?
Select Identification Procedure
OnlineYou will identify yourself using the provider IDnow. You will need:
German Identity Card
Via activation LetterYou will receive a letter with an activation code at the address you are registered with.
Your Address:
12345 Springfield
By PhoneYou will be verified over the phone by an employee.
Service-Hours:
Monday to Friday 8–7PM
Next
Privacy Policy
Terms and conditions
INSURANCE
Outcome
Translating Complexity into Clarity
The redesigned onboarding experience reduced user drop-offs and improved comprehension in identity verification steps.
Internal teams adopted the design system as the foundation for future product releases, ensuring consistency and faster iteration cycles.
The system’s modular structure supported localization and accessibility without duplicating development efforts.
This project highlighted the importance of connecting usability with regulatory trust — showing how clear communication and consistent design language can build confidence in complex systems.
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© 2025 Lukas Loscher. All rights reserved.
How might we build trust and sustained engagement in digital services?
Product Design — Transformation
The client was operating multiple legacy channels (phone, paper contracts) and saw low digital platform adoption in a regulated market. We were commissioned to design a unified onboarding flow and a production-ready design system to improve clarity, trust, and scalability across services.
UX & UI Design • Design System • User Testing • Implementation Support
Product Designer — 15 months
Challenge
Balancing Security and Simplicity
- Fragmented onboarding journey with inconsistent UI patterns
- Complex multi-step verification causing user frustration and drop-offs
- Strict regulatory and accessibility requirements limiting design flexibility
Approach
Designing for Clarity and Scale
01 — System Mapping
To understand the problem across products, we mapped all existing onboarding and verification flows — identifying overlaps, inconsistencies, and high-friction moments. This allowed us to define the structural patterns that would later inform both UX and UI components.
02 — Prototyping and User Testing
We developed interactive prototypes to evaluate comprehension, flow logic, and terminology around identity verification. Each round of testing focused on clarity and trust — validating whether users understood what was happening and why at each step.
03 — Design System and Implementation
Based on these insights, we built a modular design system with documented patterns, tokens, and accessibility rules. Collaboration with the development team ensured consistent implementation and cross-product scalability.
Outcome
Translating Complexity into Clarity
The redesigned onboarding experience reduced user drop-offs and improved comprehension in identity verification steps.
Internal teams adopted the design system as the foundation for future product releases, ensuring consistency and faster iteration cycles.
The system’s modular structure supported localization and accessibility without duplicating development efforts.
This project highlighted the importance of connecting usability with regulatory trust — showing how clear communication and consistent design language can build confidence in complex systems.
Identity Verification
Identification
Why do you need to identify yourself?
Select Identification Procedure
OnlineYou will identify yourself using the provider IDnow. You will need:
German Identity Card
Via activation LetterYou will receive a letter with an activation code at the address you are registered with.
Your Address:
12345 Springfield
By PhoneYou will be verified over the phone by an employee.
Service-Hours:
Monday to Friday 8–7PM
Next
Privacy Policy
Terms and conditions
INSURANCE
→
previous project
next project
→
© 2025 Lukas Loscher. All rights reserved.
How might we build trust and sustained engagement in digital services?
Product Design — Transformation
The client was operating multiple legacy channels (phone, paper contracts) and saw low digital platform adoption in a regulated market. We were commissioned to design a unified onboarding flow and a production-ready design system to improve clarity, trust, and scalability across services.
UX & UI Design • Design System • User Testing • Implementation Support
Product Designer — 15 months
Challenge
Balancing Security and Simplicity
The onboarding experience was fragmented by multiple verification steps, inconsistent UI behavior, and strict regulatory constraints. Each product line had evolved independently, leading to redundant flows and user drop-offs during identification and authentication. Balancing security, compliance, and usability became the central design challenge.
Approach
Designing for Clarity and Scale
01 — System Mapping
To understand the problem across products, we mapped all existing onboarding and verification flows — identifying overlaps, inconsistencies, and high-friction moments. This allowed us to define the structural patterns that would later inform both UX and UI components.
02 — Prototyping and User Testing
We developed interactive prototypes to evaluate comprehension, flow logic, and terminology around identity verification. Each round of testing focused on clarity and trust — validating whether users understood what was happening and why at each step.
03 — Design System and Implementation
Based on these insights, we built a modular design system with documented patterns, tokens, and accessibility rules. Collaboration with the development team ensured consistent implementation and cross-product scalability.
Outcome
Translating Complexity into Clarity
The redesigned onboarding experience reduced user drop-offs and improved comprehension in identity verification steps.
Internal teams adopted the design system as the foundation for future product releases, ensuring consistency and faster iteration cycles.
The system’s modular structure supported localization and accessibility without duplicating development efforts.
This project highlighted the importance of connecting usability with regulatory trust — showing how clear communication and consistent design language can build confidence in complex systems.
INSURANCE
Register now
To get started, you’ll need:
Smartphone
Email-Address
Insurance Policy Number
First Name
|
Last Name
Date of Birth
Month
mm
Day
dd
Year
yyyy
Your insurance policy number
2 letters followed by up to 9 digits or a 13-digit number only
Information about your insurance policy number
Let’s get started
Identity Verification
Identification
Why do you need to identify yourself?
Select Identification Procedure
OnlineYou will identify yourself using the provider IDnow. You will need:
German Identity Card
Via activation LetterYou will receive a letter with an activation code at the address you are registered with.
Your Address:
12345 Springfield
By PhoneYou will be verified over the phone by an employee.
Service-Hours:
Monday to Friday 8–7PM
Next
Privacy Policy
Terms and conditions
INSURANCE
→
previous project
next project
→
© 2025 Lukas Loscher. All rights reserved.