AXA Garage Portal: The future vision that was built in 2025
Concept and design for a customer portal for repair shops. A vague idea became a tangible product vision that later formed the basis for the portal AXA launched in 2025.
The result in one sentence
From a vague idea to a tangible target vision. A foundation for the AXA garage portal launched in 2025.
UX/UI Designer, Concept
Marketing Manager · Product Manager
Repair shops are a central partner channel for AXA, but digitally they were barely connected.
Manual interaction
Claims communication ran without a central platform or shared overview.
Pressure to digitise
AXA wanted a way to connect the channel more closely and modernise the relationship.
An idea, not a concept
The business team had a direction, but no concrete picture of what it should become.
No requirements catalogue, no precedent, only a vision that needed to become concrete.
Open questions
Most of the functionality and user needs were still unresolved.
Expectation of innovation
The result needed to improve daily work for repair shops, not simply digitise an existing process.
Wide use-case field
Everything from claims overview to commission models had to be considered.
I turned the vision into a product people could look at, discuss and make decisions around.
Claims and fleet management
An overview of active cases, vehicle creation and quote calculation in one access point.
Referral with incentive
A commission model for insurance referrals including direct contact with AXA.
Tangible prototypes
Concrete design mockups translated an abstract idea into a discussable target state.
Concept accepted internally
It became a foundation for further product development.
Launched in 2025
AXA released a garage portal that builds on this initial vision.
Shifted the perspective
The concept put the needs of repair shops at the centre early in the process.
What I take away from it
Visions need pictures
A concrete prototype moves decisions that a presentation cannot.
Assumptions are not research
The concept relied on internal knowledge. Today I would interview repair shops before designing the first screen.
Conversational claims status for AXA: Validated prototype in 3 months
Validated prototype in 3 months, key pain points solved and support demand addressed.
+23.1% revenue: Regional A-spot personalisation with product bubbles
+20.5% conversion and +23.1% revenue through regional personalisation, at 95% significance.
+148 sales: Phone flyout wins across channels even as online sales fall
−24 online, +148 inbound: +8.5% conversion across channels.