A shared picture
of what comes next.

One organisation.
Different experiences.

Navigate’s customer experience wasn’t unified. Inconsistent design, workflows and messaging made the platform feel disjointed, creating confusion and disrupting the user journey.

With no cohesive design language, pages were built as bespoke solutions. That made the experience harder to manage and govern, and put customer confidence and MIB’s reputation at risk.

• No shared design language across services.
• Different experiences from page to page.
• Bespoke solutions that were difficult to maintain.
• More friction for users and less confidence in the platform.

A seamless, consistent experience was needed to support both customers and MIB’s broader goals.

A single view.
Built to evolve.

Vehicle Hub proposes a scalable, iterative customer experience: a single view of policies, people, claims, cars and motorists.

MIB data sits across Navigate, MIAFTR, CUE and MyLicense, with different services supporting different use cases. Bringing these sources together would give insurers, police and the public a more connected way to report and manage motor-related incidents.

The aim is to improve the quality of reporting for drivers and insurers, protect road users and help take more uninsured drivers off the road.

Find the record.
Keep the context.

The journey starts with a shared search across vehicle registrations, policy references and claims. Users select the organisation they are acting for, then identify the right vehicle and policy through recognisable imagery, insurance status and key details.

Claims and people results sit within the same journey, giving users a way to move from an initial search to the relevant policy without piecing the picture together across separate services.

From a policy
to the people involved.

The policy workspace connects the vehicle with registered and named drivers, contact details and previous claims. A guided claim journey makes the next decision explicit: select the driver, including an unknown-driver option, then add supporting crash-report media.

Data matching extends that connected view across claims and vehicles. Shared identifiers are highlighted so users can compare records, understand insurance status and follow a route into the Insurance Fraud Bureau view. These are concept screens exploring clearer decisions and reporting, rather than evidence of a launched service.

A direction
worth building towards.

Vehicle Hub supports MIB’s “Accelerating to Zero” strategy: ending uninsured driving, helping people rebuild their lives, making data drive better outcomes, and preparing for connected and self-driving vehicles. The broader ambition also includes managed services for partners, relentless efficiency and a contribution to market-led motor and non-motor initiatives.

I created Vehicle Hub as a north-star vision for the business to align its roadmap against. Making the proposition tangible gave future-facing discussions a shared reference point. The concept still needed validation; the screens illustrate a direction rather than a launched service.