Designing insurance for the next generation
Popermo is a trusted insurance provider serving police officers, firefighters, and other professionals. While their services have always been reliable, their digital experience needed to catch up—especially for younger members who expect more from the tools they use daily.
Our brief was to rethink the mobile app, but the work quickly expanded to include the full customer journey. We set out to create an experience that feels intuitive from first touch to long-term use—modern, accessible, and clearly designed around the needs of a younger audience.
Meeting rising expectations
Popermo’s traditional customer base was shifting. A new generation of members—millennials and younger—expect fast, frictionless digital experiences. They want transparency, control, and convenience. And they’re used to apps that just work.
The existing experience didn’t match those expectations. We needed to rebuild trust through design, creating something that felt tailored, efficient, and genuinely helpful. That meant rethinking every interaction, from onboarding to claims.
It wasn’t just about creating a better interface—it was about redesigning the role insurance plays in members’ lives.
Research-led, co-created with the team
We started with market research to understand how millennials choose and use insurance. From there, we conducted internal workshops and stakeholder sessions to align on goals and uncover internal insights.
We mapped the customer journey across touchpoints to identify friction and opportunity. Design sessions helped us prototype and test ideas early, keeping the process agile and grounded in real user needs.
Throughout, we worked closely with Popermo’s team to ensure the solution felt authentic to the brand while moving it forward.
A modern experience, end to end
The redesigned mobile app now delivers a smoother, more intuitive experience tailored to how younger members interact with digital services. It’s clearer, faster, and more aligned with user expectations—from onboarding and policy management to support and claims.
By focusing on the full customer journey, we helped Popermo modernise not just their app, but how they engage with their members.
The result is a platform that’s ready to serve today’s users while building long-term loyalty. It’s insurance designed for real life—and for a new generation of professionals.
