CaroOne
CaroOne
Unifying a fractured multi-app landscape into one claims ecosystem.
Unifying a fractured multi-app landscape into one claims ecosystem.
Unifying a fragmented landscape of desktop, mobile, and third-party vendor applications into a single,
₹30-Crore ecosystem that shaves 13 minutes off every motor insurance claim.
Unifying a fragmented landscape of desktop, mobile, and third-party vendor applications into a single, ₹30-Crore ecosystem that shaves 13 minutes off every motor insurance claim.
InsureTech
ProductDesign
EcosystemDesign
EnterpriseUX
Artwork credit: Lalitya Krishnan | Tool: Procreate
Organisation
Organisation
ICICI Lombard GIC
ICICI Lombard GIC
Domain
Domain
InsureTech
InsureTech
Project Type
Project Type
System design
System design
Persona
Persona
B2B | Enterprise | SaaS
B2B | Enterprise | SaaS
Duration
Duration
3 Months
3 Months
Role
Research | UX | UI
Research | UX | UI
The motor claims landscape at ICICI Lombard was severely hindered by a fragmented application ecosystem. Across the core claim stages, four key user personas, Drivers, Claim Managers (CSMs), Investigators, and Garages, were forced to constantly switch between five different desktop, mobile, and third-party vendor platforms, including FastTrack, IL AutoCare, Dista, and Otto Buddy.
The motor claims landscape at ICICI Lombard was severely hindered by a fragmented application ecosystem. Across the core claim stages, four key user personas, Drivers, Claim Managers (CSMs), Investigators, and Garages, were forced to constantly switch between five different desktop, mobile, and third-party vendor platforms, including FastTrack, IL AutoCare, Dista, and Otto Buddy.
This disjointed experience created heavy technology debt, high maintenance burdens, and major workflow redundancies. Crucially, as claim volumes are projected to rise significantly to 1.47 million by FY 27, the existing siloed setup lacked the long-term sustainability to support this growth.
This disjointed experience created heavy technology debt, high maintenance burdens, and major workflow redundancies. Crucially, as claim volumes are projected to rise significantly to 1.47 million by FY 27, the existing siloed setup lacked the long-term sustainability to support this growth.
Introduction
What this project required
The Strategic Shift
The motor claims operation at ICICI Lombard was severely bottlenecked by extreme system fragmentation across desktop, mobile, and third-party vendor platforms like FastTrack, IL AutoCare, Dista, and Otto Buddy. This disjointed setup created heavy technology debt, unsustainable maintenance costs, and major workflow redundancies.
The motor claims operation at ICICI Lombard was severely bottlenecked by extreme system fragmentation across desktop, mobile, and third-party vendor platforms like FastTrack, IL AutoCare, Dista, and Otto Buddy. This disjointed setup created heavy technology debt, unsustainable maintenance costs, and major workflow redundancies.
Designed to build a future-ready infrastructure capable of supporting an impending surge to 1.47 million annual claims, CaroOne unifies these fractured pieces into a single, collaborative engine.
Designed to build a future-ready infrastructure capable of supporting an impending surge to 1.47 million annual claims, CaroOne unifies these fractured pieces into a single, collaborative engine.
The Requirement
Consolidating a fractured, five-platform application landscape into a single, unified workspace built to scale.
Consolidating a fractured, five-platform application landscape into a single, unified workspace built to scale.
Problem & Brief
What this project aimed to solve
The Core Bottleneck
With claims growing rapidly toward 1.47 million annually, relying on siloed applications and manual workflows became entirely unsustainable. Claim processing was bottlenecked by a 75-minute cycle per claim, heavily dependent on chaotic phone calls and WhatsApp coordination due to data blindspots between field teams and garages.
With claims growing rapidly toward 1.47 million annually, relying on siloed applications and manual workflows became entirely unsustainable. Claim processing was bottlenecked by a 75-minute cycle per claim, heavily dependent on chaotic phone calls and WhatsApp coordination due to data blindspots between field teams and garages.
The challenge was to design a cohesive ecosystem that bridges these gaps, slashes processing friction, and handles growing volumes without adding manpower overhead.
The challenge was to design a cohesive ecosystem that bridges these gaps, slashes processing friction, and handles growing volumes without adding manpower overhead.
The Target
Overcoming operational blindness and systemic technology debt before projected claim volumes trigger system failure.
Overcoming operational blindness and systemic technology debt before projected claim volumes trigger system failure.
Approach & Research
What this project uncovered
Sensing the Friction
Our approach centered on cross-persona journey mapping to uncover exactly where communication fractured between stakeholders. Field research revealed severe operational blindspots: Drivers and CSMs struggled with unreliable in-app photo capture and network drops, while Investigators and Garages were entirely blind to real-time cost approvals. By framing research around ecosystem synergy rather than isolated user flows, we identified the key integration touchpoints needed to eliminate verbal workarounds entirely.
Our approach centered on cross-persona journey mapping to uncover exactly where communication fractured between stakeholders. Field research revealed severe operational blindspots: Drivers and CSMs struggled with unreliable in-app photo capture and network drops, while Investigators and Garages were entirely blind to real-time cost approvals. By framing research around ecosystem synergy rather than isolated user flows, we identified the key integration touchpoints needed to eliminate verbal workarounds entirely.
By establishing an interconnected live data loop, an action taken by a Driver or CSM immediately updates the real-time timelines and checklists on the Garage and Investigator dashboards.
By establishing an interconnected live data loop, an action taken by a Driver or CSM immediately updates the real-time timelines and checklists on the Garage and Investigator dashboards.
The Discovery
Mapping cross-persona friction to replace manual operational workarounds with seamless digital collaboration.
Mapping cross-persona friction to replace manual operational workarounds with seamless digital collaboration.
Ecosystem architecture
What this project established
Unifying the Blueprint
The core architectural challenge was ensuring that four highly diverse workflows could thrive inside a single codebase without causing cognitive overload. We designed a dynamic, role-based user experience system where a single application wrapper instantly morphs its interface, design tokens, and components based on the logged-in user.
The core architectural challenge was ensuring that four highly diverse workflows could thrive inside a single codebase without causing cognitive overload. We designed a dynamic, role-based user experience system where a single application wrapper instantly morphs its interface, design tokens, and components based on the logged-in user.
By establishing an interconnected live data loop, an action taken by a Driver or CSM immediately updates the real-time timelines and checklists on the Garage and Investigator dashboards.
By establishing an interconnected live data loop, an action taken by a Driver or CSM immediately updates the real-time timelines and checklists on the Garage and Investigator dashboards.
The Establishment
Designing a single, adaptive system wrapper driven by role-based permissions and dynamic data sharing.
Designing a single, adaptive system wrapper driven by role-based permissions and dynamic data sharing.
Solution
What this project delivered
The Connected Engine
CaroOne replaces five disconnected systems with a suite of targeted persona modules engineered for high-speed utility and visibility. The Fleet and Field modules give Drivers and CSMs asynchronous camera upload queues for weak network zones, geo-fencing-based smart allocation, and camera viewports with automated video extraction.
CaroOne replaces five disconnected systems with a suite of targeted persona modules engineered for high-speed utility and visibility. The Fleet and Field modules give Drivers and CSMs asynchronous camera upload queues for weak network zones, geo-fencing-based smart allocation, and camera viewports with automated video extraction.
Simultaneously, the Audit and Operations modules provide Investigators and Garages with real-time part/labor cost approval timelines, automated document checklists, and AI-powered investigation report generation.
Simultaneously, the Audit and Operations modules provide Investigators and Garages with real-time part/labor cost approval timelines, automated document checklists, and AI-powered investigation report generation.
The 'CaroOne'
A connected suite of targeted persona modules shifting operations from defensive tracking to predictive execution.
A connected suite of targeted persona modules shifting operations from defensive tracking to predictive execution.
Reflection
What this project taught me
CaroOne proved that complex enterprise design succeeds when it balances micro-interactions with macro business metrics. Designing for high-stress field realities taught me to prioritize performance constraints, like offline-first camera capabilities, just as heavily as visual hierarchy.
CaroOne proved that complex enterprise design succeeds when it balances micro-interactions with macro business metrics. Designing for high-stress field realities taught me to prioritize performance constraints, like offline-first camera capabilities, just as heavily as visual hierarchy.
Ultimately, by eliminating systemic fragmentation, the design successfully shaved 13 minutes off every claim, saving 318,000 man-hours annually and unlocking a potential ₹30-Crore business impact that completely stabilized internal staffing demands for Financial year 27.
Ultimately, by eliminating systemic fragmentation, the design successfully shaved 13 minutes off every claim, saving 318,000 man-hours annually and unlocking a potential ₹30-Crore business impact that completely stabilized internal staffing demands for Financial year 27.
Proving that true enterprise UX design means aligning system architecture directly with measurable business bottom lines.
Proving that true enterprise UX design means aligning system architecture directly with measurable business bottom lines.
Intellectual property of ICICI Lombard General Insurance Company Ltd
Intellectual property of
ICICI Lombard GIC
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By Lalitya Krishnan
© 2026 All rights reserved