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Marketing Design

Marketing Design

User Research & Insights

User Research & Insights

Mobile + Web

Mobile + Web

UI + Marketing Design

UI + Marketing Design

UX Copy

UX Copy

Designing conversion-focused UX/UI for Car, Bike & Health Insurance products of Paytm Insurance, a product-led platform aimed at simplifying insurance discovery, education, and purchase for the next 500 million Indians.

Designing conversion-focused UX/UI for Car, Bike & Health Insurance products of Paytm Insurance, a product-led platform aimed at simplifying insurance discovery, education, and purchase for the next 500 million Indians.

Designing conversion-focused UX/UI for Car, Bike & Health Insurance products of Paytm Insurance, a product-led platform aimed at simplifying insurance discovery, education, and purchase for the next 500 million Indians.

Timeframe

Timeframe

Timeframe

2021 / 4 months

2021 / 4 months

2021 / 4 months

Industry

Industry

Industry

Insurance

Insurance

Insurance

My Role

My Role

My Role

UX/UI and Marketing Designer

UX/UI and Marketing Designer

UX/UI and Marketing Designer

Team

Team

Team

Paytm Insurance

1 Product Manager, 1 Illustrator,
2 Marketing Designers,
1 Product Owners, 1 Data Analyst

Paytm Insurance

1 Product Manager, 1 Illustrator,
2 Marketing Designers,
1 Product Owners, 1 Data Analyst

Paytm Insurance

1 Product Manager, 1 Illustrator,
2 Marketing Designers,
1 Product Owners, 1 Data Analyst

Designing a user-centred, scalable digital experience for Paytm Insurance, a newly launched vertical within Paytm's fintech ecosystem.
Designing a user-centred, scalable digital experience for Paytm Insurance, a newly launched vertical within Paytm's fintech ecosystem.
Designing a user-centred, scalable digital experience for Paytm Insurance, a newly launched vertical within Paytm's fintech ecosystem.

As part of building the new vertical from ground up, I played a key role in the agile squad to design the content, user experience and interface for Paytm's Insurance products across car, two-wheeler and health categories.

The brief was clear. Provide complex, regulated Health, Car, Bike Insurance offerings through a simple, engaging, high-conversion interface that encourages insurance education, simplifies comparison and guides users towards an informed purchase decision within a third-party brokerage model.

As part of building the new vertical from ground up, I played a key role in the agile squad to design the content, user experience and interface for Paytm's Insurance products across car, two-wheeler and health categories.
The brief was clear. Provide complex, regulated Health, Car, Bike Insurance offerings through a simple, engaging, high-conversion interface that encourages insurance education, simplifies comparison and guides users towards an informed purchase decision within a third-party brokerage model.
As part of building the new vertical from ground up, I played a key role in the agile squad to design the content, user experience and interface for Paytm's Insurance products across car, two-wheeler and health categories.

The brief was clear. Turn a complex new offering into a high-conversion interface design that educates users about insurance, simplifies comparison and guides them towards an informed purchase decision within a third-party brokerage model.

User Research & Insights

User Research & Insights

🇮🇳 Insurance landscape in India (circa 2020)

🇮🇳 Insurance landscape in India (circa 2020)

Low Insurance Penetration

Low Insurance Penetration

Low Insurance Penetration

• Life Insurance ~2.82%

• Non-Life Insurance (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

• Life Insurance ~2.82%
• Non-Life Insurance (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured

*Premium as % of GDP

• Life Insurance ~2.82%
• Non-Life Insurnace (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

Low Insurance Penetration

Low Insurance Penetration

Low Insurance Penetration

• Life Insurance ~2.82%

• Non-Life Insurance (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

• Life Insurance ~2.82%
• Non-Life Insurance (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured

*Premium as % of GDP

• Life Insurance ~2.82%
• Non-Life Insurnace (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

User Behaviour Trends

User Behaviour Trends

User Behaviour Trends

• Rise in smartphone users (~500M+), especially in Tier 2/3 cities.

• Growing awareness of insurance post-COVID 19 onset.

• Need for simplified, educational digital journeys and trust-building content.

• Rise in smartphone users (~500M+), especially in Tier 2/3 cities.

• Growing awareness of insurance post-COVID 19 onset.

• Need for simplified, educational digital journeys and trust-building content.

• Life Insurance ~2.82%
• Non-Life Insurnace (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

Competition

Competition

Competition

• Aggregators like Policybazaar led the digital space, focusing on lead generation and plan comparison.


• Insurer websites offered limited direct purchase journeys, often fragmented and unintuitive.


• Few platforms prioritised mobile-first design or customer education.

• Aggregators like Policybazaar led the digital space, focusing on lead generation and plan comparison.


• Insurer websites offered limited direct purchase journeys, often fragmented and unintuitive.


• Few platforms prioritised mobile-first design or customer education.

• Life Insurance ~2.82%
• Non-Life Insurnace (Health, Motor etc.) ~0.94%

• Vast majority of India’s population remained uninsured or underinsured


*Premium as % of GDP

Customer Journey Mapping
Conversion-focused landing experience for new users

Customer Journey Mapping
Conversion-focused landing experience for new users

Solution
Guiding users from curiosity to confident conversions.
Solution
Guiding users from curiosity to confident conversions.

Given Paytm App's strong usage dominance, mobile-first approach was prioritised in design. I was responsible for designing the product landing screens across Car, Two Wheeler and Health Insurance.

After researching and identifying customer goals, expectations and opportunity, the focus was to create an intuitive, conversion-driven flow that empowers them to explore and evaluate third-party products and confidently proceed to purchase.

The UI was designed to naturally guide users through key insights including package feature breakdown, benefits, insurance calculator, covered vs. non-covered aspects etc. Recognising insurance offerings are complex, information-heavy and technical, the UI/UX was thoughtfully crafted to deliver visually engaging information that is presented progressively to support ease of understanding.

Given Paytm App's strong usage dominance, mobile-first approach was prioritised in design. I was responsible for designing the product landing screens across Car, Two Wheeler and Health Insurance.
After researching and identifying customer goals, expectations and opportunity, the focus was to create an intuitive, conversion-driven flow that empowers them to explore and evaluate third-party products and confidently proceed to purchase.
The UI was designed to naturally guide users through key insights including package feature breakdown, benefits, insurance calculator, covered vs. non-covered aspects etc. Recognising insurance offerings are complex, information-heavy and technical, the UI/UX was thoughtfully crafted to deliver visually engaging information that is presented progressively to support ease of understanding.
Given Paytm App's strong usage dominance, mobile-first approach was prioritised in design. I was responsible for designing the product landing screens across Car, Two Wheeler and Health Insurance.
After researching and identifying customer goals, expectations and opportunity, the focus was to create an intuitive, conversion-driven flow that empowers them to explore and evaluate third-party products and confidently proceed to purchase.
The UI was designed to naturally guide users through key insights including package feature breakdown, benefits, insurance calculator, covered vs. non-covered aspects etc. Recognising insurance offerings are complex, information-heavy and technical, the UI/UX was thoughtfully crafted to deliver visually engaging information that is presented progressively to support ease of understanding.

Designing the Hero Section with Integrated Lead Generation Form

Designing the Hero Section with Integrated Lead Generation Form
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

Low-commitment Form

From competitive analysis it was identified that input dense forms (asking for Engine Number, Make, Model, and Year) create high onboarding friction. So, we used an alternative "no or minimal input" strategy to design the form.
✅ Leverage the system to do the heavy lifting of fetching data so the user doesn't have to.
✅ Works well to reduce cognitive load and prevent drop-offs during the "form filling" phase, the psychology being a single field is often perceived as low-commitment interaction.

The form UI design is simple with single inout field and primary action only; it doesn't ask users for data, rather confirms it. Users simply enter a vehicle number on this form and the system fetches the vehicle details via API.
or choose to browse without entering vehicle number and still get value.

The Value Proposition that hooks
Crafting the Value Proposition for the hero section was an opportunity as to create marketing hooks. I explored various copy options for headline, subheading and key offerings to emphasise on affordability, hassle-free and fast process, such as "Insure your Bike in 2 minutes" "Starting at only ₹1.5 per Day*"
This is the final one that was agreed upon after A/B tests and internal feedback.

No Spams Micro-copy

Spam from agents was identified a major pain point in the Indian insurance market. To address this, I created the micro-copy "No Unwanted Calls" as a marketing UX hook in Paytm Insurance's value proposition. In the UI, this promise is made prominent by placing it as a visual badge right next to the Lead Generation Form in the Hero Section. This directly counters the users "Should I give my number?" anxiety upon visiting the landing screen.

Low-commitment Form
From competitive analysis it was identified that input dense forms (asking for Engine Number, Make, Model, and Year) create high onboarding friction. So, we used an alternative "no or minimal input" strategy to design the form.
✅ Leverage the system to do the heavy lifting of fetching data so the user doesn't have to.
✅ Works well to reduce cognitive load and prevent drop-offs during the "form filling" phase, the psychology being a single field is often perceived as low-commitment interaction.
The form UI design is simple with single inout field and primary action only; it doesn't ask users for data, rather confirms it. Users simply enter a vehicle number on this form and the system fetches the vehicle details via API.
or choose to browse without entering vehicle number and still get value.

The Value Proposition that hooks
Crafting the Value Proposition for the hero section was an opportunity as to create marketing hooks. I explored various copy options for headline, subheading and key offerings to emphasise on affordability, hassle-free and fast process, such as "Insure your Bike in 2 minutes" "Starting at only ₹1.5 per Day*"
This is the final one that was agreed upon after A/B tests and internal feedback.

No Spams Micro-copy
Spam from agents was identified a major pain point in the Indian insurance market. To address this, I created the micro-copy "No Unwanted Calls" as a marketing UX hook in Paytm Insurance's value proposition. In the UI, this promise is made prominent by placing it as a visual badge right next to the Lead Generation Form in the Hero Section. This directly counters the users "Should I give my number?" anxiety upon visiting the landing screen.
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

Building a Trusted and Transparent User Experience

Building a Trusted and Transparent User Experience
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

Insurance is often criticised for hidden costs. Comparison Modules were designed to overcome this barrier in the user experience. These modules helps to clearly break down add-ons like Zero Dep, Roadside Assistance etc. for the users.

UI considerations:

  • Each add-on has a "Learn More" or tooltip that explains the benefit in plain language, such as We pay for nuts/bolts/oil instead of Consumable Cover.

  • Use visual hierarchy strategically: Keeping the "Price" always visible, but the "Value" (what you get) is given equal real estate to prevent price shopping.

Building a Trusted and Transparent User Experience
Insurance is often criticised for hidden costs. Comparison Modules were designed to overcome this barrier in the user experience. These modules helps to clearly break down add-ons like Zero Dep, Roadside Assistance etc. for the users.

UI considerations:
  • Each add-on has a "Learn More" or tooltip that explains the benefit in plain language, such as We pay for nuts/bolts/oil instead of Consumable Cover.
  • Use visual hierarchy strategically: Keeping the "Price" always visible, but the "Value" (what you get) is given equal real estate to prevent price shopping.
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

Leveraging Paytm's Brand Identity for Visual Credibility

Leveraging Paytm's Brand Identity for Visual Credibility
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

The UI design adheres strictly to Paytm's Brand Identity. New set of icons were designed for Health, Bike, Car insurance to follow existing style guides.

Building a Trusted and Transparent User Experience
Insurance is often criticised for hidden costs. Comparison Modules were designed to overcome this barrier in the user experience. These modules helps to clearly break down add-ons like Zero Dep, Roadside Assistance etc. for the users.

UI considerations:
  • Each add-on has a "Learn More" or tooltip that explains the benefit in plain language, such as We pay for nuts/bolts/oil instead of Consumable Cover.
  • Use visual hierarchy strategically: Keeping the "Price" always visible, but the "Value" (what you get) is given equal real estate to prevent price shopping.
The Zero-Document UIThe landing pages (like the Two-Wheeler page) are designed around a "No-Input" philosophy.
  • Key Bit: By simply entering a vehicle number, the system fetches all vehicle details via API.
  • Designer’s Focus: The UI doesn't ask for data; it confirms data. This reduces cognitive load and prevents drop-offs during the "form-filling" phase.

Key Product Decisions

Key Product Decisions

  1. Informative UX
    Used plain language in content, contextual tooltips, and step-wise breakdowns to help users understand policy options, coverage types, and benefits without any confusion.

  2. Smart Comparisons
    Designed responsive comparison modules that highlight insurer benefits, pricing, claim ratios, and add-ons, helping users make informed decisions with confidence.

  3. Guided Journeys
    Each step from entering vehicle number or health details through to selecting a plan was carefully structured with progressive disclosure to avoid overwhelming the user.

  4. Visual Trust Builders
    Built new insurer icons to evolve the design system. Ratings and badges were also to build trust and transparency across touch points.

  5. Modular UI system
    Leveraged and extended Paytm's design system with new insurer icons and style guide to maintain consistency, while adding new flexible components for insurance flows.

Throughout the design process, I collaborated closely with product owners and engineers in agile squad, iterating based on business goals and usability feedback. The final designs delivered positioned Paytm Insurance as an easy, fast and reliable solution and contributed to scaling the user base to 11.3M+ in 2021.