ROLE
Product Design Lead
Team Leadership
HCD
UX Strategy
UI Design
User Research
Usability Testing
Executive Presentations
Agile
TOOLS
Figma
Miro
Confluence
Jira
Product Design Lead
MY ROLE
Old Mutual - Claims 3.0 & Workbench
Claims 3.0 (Client facing)
Leading UX/UI for Claims 3.0 and Workbench, championing “one-click servicing” and presenting design strategy to executive leadership.
Enterprise · Insurance
Mar 2025 - Present
TIMELINE
CyberPro Consulting
COMPANY
THE PROJECT
Claims 3.0 is Old Mutual's programme to transform how customers submit and track funeral and life insurance claims across WhatsApp, the MyOldMutual Secure Web portal, and the MOM App. It is designed for customers at one of the most difficult moments of their lives, someone who has just lost a loved one and needs the process to be fast, clear, and human.
GOAL
To deliver customer-centric, scalable claims solutions aligned with business, regulatory, and financial objectives, championing "one-click servicing" to reduce friction, decision fatigue, and servicing time while improving clarity through intuitive, educational flows.
THE CHALLENGE
Old Mutual's claims journeys were long and fragmented asking customers to manually capture information the business already had at the hardest moments of their lives. The challenge was to simplify without compromising compliance and to design a consistent, empathetic experience across three channels.
ROI
The redesigned journey achieved a 98.36% PayShap pass rate, processing 973 transactions worth R15,248,013 in funeral claims value over two weeks. Onboarding drop-offs reduced by 35% through DHA smart verification, eliminating manual data capture. The WhatsApp upload channel moves 35,000 emails per month into digital processing.
ROLE
Product Design Lead
Team Leadership
HCD
UX Strategy
UI Design
User Research
Usability Testing
Executive Presentations
Agile
TOOLS
Figma
Miro
Confluence
Jira
Workbench (Staff facing)
THE PROJECT
Workbench is a single internal platform designed for Old Mutual's call centre agents, replacing the 6+ systems they previously needed to service a customer. It gives agents everything they need in one place: customer details, policy information, documents, and authentication so they can focus on the person on the other end of the call, not the tools.
Usability testing with 11 agents achieved a 100% task completion rate. Authentication time dropped from 4–6 minutes to 30 seconds. Six external systems were eliminated. All agents confirmed 15–30 minutes was sufficient to onboard, describing the experience as "life-changing" and a "superpower".
ROI
Agents were navigating 6+ systems simultaneously, just to answer basic customer queries; authentication alone took 4–6 minutes per call. The challenge was to replace all of these systems with a single, intuitive interface that any agent could use confidently from day one.
THE CHALLENGE
To design a single interface replacing multiple systems, reducing call handling time, simplifying authentication, and enabling agents to service customers confidently with minimal training required.
GOAL
NDA: Workbench screen designs are confidential
6+
Systems eliminated
100%
Agent test success
85%
Auth time reduction
Next: MTN MoMo
© 2026 Kgomotso Jolinah Mahlangu
R15.2M
Claims value processed
98.36%
PayShap pass rate
35%
Drop-off reduction