Sentro Insure-tech
As a product designer at Sentro, I was brought in to improve key workflows across plan creation and billing for a complex insurtech platform. With external customer onboarding on the horizon, the existing product wasn’t usable for non-technical users — making a more intuitive, scalable experience a priority.
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Project overview
Working closely with product and engineering, we redesigned key admin experiences, introduced a modular interaction model, and delivered a future-state UI and lightweight design system. The work prepared Sentro for onboarding external users for the first time and laid the foundation for future scalability and product growth.
Tools used
Figma
Storybook
PrimeNG
User research
At Sentro, research focused primarily on the needs of insurance administrators managing large group schemes. My role was to generate qualitative insights through user interviews and thematic analysis, working closely with the Head of Product to surface pain points and opportunities.
Backlog management
As the sole UX designer, I was responsible for identifying, prioritising, and delivering key UX improvements. This involved managing a dedicated UX backlog and working closely with the Head of Product and engineers to align priorities with ongoing development work.
UX improvements
Of all the improvements we made to the Sentro experience, one of the most impactful was enabling admins to update existing plans — including member data, scheme details, and product configurations — without needing to rebuild them from scratch. This reduced rework and made routine tasks far more efficient.
UI improvements
Sentro’s usability was limited, and the overall visual language felt outdated. With a growing user base and external customers coming onboard for the first time, I designed a more modern UI for plan and billing management — improving usability, standardising patterns, and increasing overall familiarity across the experience.
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Design process
The primary goal was to deliver core UX improvements to the plan creation and billing workflows, while designing a future-state interface and lightweight design system to guide the product’s next phase of growth.
UX Design
Research, Journey Mapping, Interaction Design
Visual Design
Usbaility, Design Patterns, Prototyping
Backlog Management
Audits, Prioritisation, Business Case
"As Sentro prepared to onboard external users for the first time, it became clear the platform’s usability needed urgent attention. From manual data entry and confusing forms to deeper issues with interaction models and information architecture, the risk of user rejection threatened both growth and commercial viability."
While some research had already been done, I quickly got up to speed by meeting with users, Sentro admins, and the product manager to understand key pain points, business goals, and technical limits. The core issue was clear: plan management was eating up 70% of an admin’s time. Even small edits required full rebuilds, turning simple updates into 20-minute tasks and making it harder for teams to support customers efficiently.
We mapped the plan creation, management, and billing journeys as top priorities for redesign. These flows were not only critical to the user experience, but also relied on components that could be reused across much of the product — helping us scale design improvements more efficiently over time.
A key driver for this work was the onboarding of Sentro’s largest customer to date — marking the first time external users would have direct access to the platform. I worked closely with the Head of Product to ensure design was enabling the product to meet critical business goals and support a smooth rollout.
The work was split across two parallel tracks. First, BAU improvements — tackling UX issues that could be addressed within the existing UI framework. Second, future-state concepting, where I reimagined key workflows and the platform’s overall UI to solve longer-term usability challenges and establish a clearer design direction.
I stayed closely involved during handoff, working in tight loops with engineers, running design QA, and ensuring consistency from Figma to production. This hands-on approach helped catch edge cases early and maintain quality throughout implementation.
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Product features
The Sentro project was focused on enhancing the existing experience, not adding unnecessary features. That said, we were able to deliver several tactical improvements along the way — small changes that had meaningful impact without adding complexity.
Integrated policy checks
Compliance was a critical part of an admin’s role — particularly ensuring adherence to policy limits. Previously, admins had to manually cross-reference multiple spreadsheets to check for compliance. We improved this by updating system behaviour to surface limit breaches directly within the plan editor, making compliance checks clearer, faster, and far less error-prone.
Flexible plan creation
Admins could now update group schemes directly within Sentro — without needing to recreate workflows or switch between tools. This streamlined approach saved hours of admin time each week and significantly lowered the learning curve for new users.
Enabling bulk actions
Bulk actions were a common expectation surfaced during interviews and research. To address this, we introduced a consistent design pattern for bulk editing, along with a contextual action button that dynamically displayed relevant options based on selected items — making high-volume tasks faster and more intuitive.
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Impact
Closr is a side project I created out of frustration. While working as a consultant involved in B2B sales processes, I saw first-hand how difficult it was to scale effective sales behaviours across teams. The tools available — CRMs and lead management platforms — either captured data or pushed leads through funnels, but neither supported the nuanced work of actually closing a deal.
Customer onboarding
We successfully onboarded Sentro’s new customer — the largest to date. While there were some teething issues, they were mostly related to data migration rather than design. The new workflows and UI held up well under real-world use, validating many of our core decisions.
Future-state UI
Although I wasn’t there for the final rollout, the Sentro team was pleased with the contribution to their future-state product UI. While further iteration was expected, the underlying design language marked a significant step forward — providing a stronger foundation for the product’s continued evolution.