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Case Study

MIB accelerates its digital transformation with design thinking

  • Design thinking methodology used to build a new solution as quickly and seamlessly as possible
  • Collaborative team of MIB and Pega employees designed, built, and tested prototypes for MIB’s police helpline
  • The final product went live three weeks earlier than scheduled and was well within budget

“[Design thinking] wasn’t the only choice. It was the brave one to make to change our organization.”

Paul Jackman CIO, Motor Insurers’ Bureau

The Business Issue

Motors Insurers' Bureau (MIB) was established in 1946 in the U.K. to compensate victims of uninsured motorists. MIB recognized the need for a faster approach to its software development, to keep up with wider organizational and industry shifts. The major challenge for the brand? Speed. In the digital age, projects need to be completed in days – not weeks or months.

Responding to these challenges, MIB used a design thinking approach to develop a new system for its police helpline – a service established in 2007 to help police officers at the roadside with insurance inquiries. The goal was to develop adaptable software that can accommodate changing process requirements and help users resolve end-to-end inquires as seamlessly as possible.

The Solution

A team of Pega and MIB employees, including system and business architects, converged to build a new prototype for the police helpline, using a design thinking framework. This approach involved collaboration; the team worked together to map potential solutions to streamline police insurance inquiries, before deciding on the most effective approach and then building and testing the new product.

The design thinking strategy was successful. The team benefited from multiple perspectives, which fostered greater innovation, improved quality, and led to a faster working process – all while reducing risk.

MIB completed the first test run of the prototype in just five days, with real end users providing feedback for improvement. Subsequent testing and revised iterations led to the development of a highly sophisticated system – set to go live earlier than planned and within budget.

The Results

By using a design thinking methodology, in collaboration with Pega, MIB achieved the following results:

  • Met all the goals of the minimal loveable product
  • Project was completed within budget
  • System scheduled to go live three weeks earlier than planned
  • High customer satisfaction and engagement, right down to end users
  • Design thinking now used across the wider business, with some methods employed on projects outside of the digital transformation journey
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Défi: Agilité métier Industry: Assurance
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