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There is no ‘good’ or ‘bad’ in design. But, there are right choices that you can make to strike the right balance. The right choices always revolve around the balancing of elements and how to go about incorporating them into your design. Design is largely intrinsic, something that depends on how you look at it.Utilizing strong design principles will go a long way in transforming your UX desgin for your users.

 

But, how do I improve it?

The vital ingredient of any design is a discernable pattern. Patterns are universally observed, and by incorporating the right examples in your designs, it can evoke a desired reaction or response to a specific interaction. So the challenge is to decide – how do you want the user to perceive the design while simultaneously solving the usability problem.

Let’s look at some simple steps.


Hierarchy
This is level zero. By setting visual hierarchy, you are communicating to the end-user where to look first. The entire sequence, along the visual journey, has to be laid out first. For example: making an element bigger to draw the attention and set a focal point for the user. Hierarchy can also be set by using white space or bright colours to highlight crucial parts of your interface.

In Fig A, the design has all the information laid out for the user, but it’s set in no particular hierarchy, meaning there is no indication of what is important and what is less important, so a user can feel lost in the visual journey of what message the design actually intended to say.

      

Fig A                                                                                                                          Fig B

In Fig B, by using intentional white space, we bring the most important message to the fore – so what a user sees first is that the game night is between who, where and when, and everything else is kept secondary to it.

Keeping things simple and consistent
By keeping the elements in your design minimal, placing them in your layout will be easier to manage – making it easy for users to navigate through your design. Too many elements in one design can be off-putting and confusing to look at. Consistent use of elements is a better approach, that usually sets the users mind at peace – like the style of a button or the placement of a close button. In this way you are guiding the users on what to see first and where to click next. Interaction consistency is also as important as visual consistency. Always try to minimize the number of ‘clicks’ in your design – no one likes to engage in redundant clicks to get quick information.

In the examples below, the design on the right can be improved by simply reducing the number of clicks from 10 clicks to 5, by reducing redundancies in the information design.

Reducing redundancies in the information design.

 

Mind the space
Spacing is vital for great composition. Using whitespace and negative space correctly, plays a crucial role in your design. It is just like your living room, when you decide what to keep in a particular area and where to leave space – the same applies to your design also. For example, when there is only a line or two of text, try to put the text in the one-third

of your art-board either from top or bottom. If however, there is more text to work with try to group them and set the hierarchy by increasing or decreasing spacing between each group. By incorporating enough white space in your design, there will be sufficient breathing area for users to relax their eyes into.

White space is not just empty space. It’s about creating enough room for your text and design elements to co-exist.

 

Typography
Sensible use of typography can really enhance your design. Selecting the right typography involves certain decisions that include a choice of font family, weight & size, leading, tracking, kerning and scale. Avoid using too many fonts from different font families. Instead, use one or two font family and play around with font weight and size to find what works best for your design. Also remember, If no one can read the text on your design, it defeats the purpose of putting all that effort into your designs. Lastly, avoid using font colour which may clash with your background colour For example, ‘Red’ text on an Orange background, is an extreme choice.

 

Contrast
Emphasizing certain elements of your design is both visually appealing and functional. Finding the right color mix for temperature, saturation, hue, and intensity can help you set hierarchy for the elements you want to bring out in your design. However, contrast isn’t just a colour thing. It also involves shapes, edges, textures, scaling, and size. Albeit, like with almost any other design concept, it can be overdone. You should make sure that the contrast in your design isn’t so dramatic that it’s jarring unless that’s your specific intent.

 

Not a good way to use contrast

 

A more balanced contrast

 

Balance the Elements
This is where you draw the line between your design and your users. A design is not useful if it doesn’t solve a problem. Likewise, it is also not so useful if the user didn’t get the message right. Information is important to get across – it should have a higher priority in your design approach and draw the user’s attention first.

In the images below, the content is the same but what makes the right image better is the complete balancing of all the elements, relaxing the design using appropriate spacing and placement without overwhelming the user with all that textual information.

Making the right design choices for enhancing a user’s experience is all about creating a seamless link between the user and the applications they use. Every designer has their own style and while these design principles are important to consider – it’s more important to stay original and keep practicing.

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NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

  • Forms → Uploads → Phone calls → Waiting
  • No real-time updates
  • No guidance after claim initiation
  • Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

  • To know what’s happening with their claim
  • To understand what’s expected of them
  • To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

Image Source: NPS Prism

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones. 

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

  • Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.
  • AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.
  • Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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