A century of tradition — redesigned for the digital age

Warta is one of the largest and most reputable insurance companies in Poland, founded in 1920 and trusted by millions of customers nationwide.

Context

Warta has a century of history and a strong offline presence, with agents as the primary sales channel.

At the same time, more and more customers expect to research and purchase insurance online, often on a phone, and sometimes in stressful situations such as accidents or breakdowns.

The challenge was not just to refresh the interface, but to make insurance simpler and more accessible, without losing the depth and reliability expected from a major insurer.

Objectives

Together with stakeholders, we aligned on three clear objectives.

These goals later mapped directly to the final results: 24% higher satisfaction, 49% higher engagement and 273% more conversions through the platform.

Discovery

In the discovery phase, we combined business, market, and user perspectives.

These insights became the foundation for the new information architecture and page patterns.

Design strategy

Instead of designing page by page, we focused on a set of core design principles

Key flows and solutions

The new layouts and flows keep critical actions easy to reach on mobile, reduce the number of steps needed to start a claim or contact support, and keep important information visible without constant scrolling.

The homepage and product landing pages were redesigned to highlight Warta’s most popular insurance products and help people quickly understand what each one covers. Clear CTAs guide customers either to buy online, get a quote, or contact an agent, depending on the product and channel.

Flexible and responsive website

We paid special attention to scenarios where customers visit the site after something has happened, for example, a minor accident where they need assistance and want to report a claim.

Find your Agent

Because agents are the primary sales channel, we designed a dedicated “Find your Agent” flow that makes it simple to search by location and quickly get in touch. The solution works smoothly on mobile and desktop, so customers can choose the channel that feels most natural to them.

Results

After launch, the redesigned experience delivered measurable improvements.



0% increase in user satisfaction

Users responded positively to the updated interface and flows. Qualitative feedback highlighted clarity, ease of use, and a more modern feel.



0% higher engagement

People spent more time interacting with the app, used filters and map features more actively, and explored more listings per session.



0% increase in conversions

The combination of clearer listings and smoother contact flows led to a significant rise in conversations initiated through the app.

Final thoughts and impact

Redesigning Warta’s consumer website was less about “making it look modern” and more about rebuilding how people discover, understand, and buy insurance in a channel that used to be secondary.
 

We turned a complex, offline-first offering into clearer, guided journeys that work just as well on a stressed user’s phone as on a desktop at home.

The results, a 24% increase in satisfaction, 49% higher engagement, and 273% growth in online conversions, show that simplifying language, tightening flows, and respecting existing agent channels can move real business metrics, not just UX scores.

For me, this project was a proof point that I can lead end-to-end redesigns in a regulated, high-trust domain, align a broad group of stakeholders around a shared vision, and deliver outcomes that matter to customers and the company.