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Data & Digital ProductsAllianz Partners x Simplesurance · 2023–present

Migrated 74% of a portfolio off manual workflows

The case in 30 seconds

Problem
When I joined in early 2023, every Health Assistance case ran through the call centre. Customers could not open or manage a case themselves, and the model could not scale.
What I did
Mapped the operation end to end, data flows included: beneficiary verification, eligibility, case creation, mission dispatch, status updates. Designed API contracts for each step. Shipped a self-service portal MVP in 6 months, then expanded it release by release.
Impact
From 0% at launch to 74% of the journey digitised today. 32% of cases run end to end digitally, deflecting calls from operations.

How it happened

  1. Early 2023 · Where it started

    No product, no map. Cases lived on the phone. I worked the processes as operations did until the whole chain was mapped, data flows included. Shadowed the operations teams, then built with a small agile team.

  2. The architecture decision

    API contracts first. Every mapped step got a contract: an internal API suite, with an API-first mission-dispatch standard on top. The portal was built on interfaces, not screens bolted to manual work. Finance carried the business case.

  3. MVP shipped6 months

    A deliberately tight zero-to-one build: discovery in the operation, personas, a narrow MVP. It took digitisation from 0% to 25% on selected contracts.

    Beneficiary portal home screen, listing assistance services to request
    Beneficiary portal transport booking form with date and address fields
    Beneficiary portal confirmation screen after a request is submitted
    The beneficiary portal: request assistance → booking details → confirmation.
  4. Release by release

    Ship narrow, then widen. Each release added steps and contracts; operations shaped every workflow before it was built. The remaining 26% is edge cases and complex update flows. Two measures: share of the journey digitised, and share of cases that never generate a call.

  5. Today
    74%
    of the total journey digitised
    Health Assistance line, from 0% at launch
    32%
    of cases run end to end digitally
    No call to operations at any step

What I took from it

Your customer is not always external. Internal APIs for operations teams fund the product work that follows.