Context

Symcor | 2023–2026

Insurers are required by federal and provincial regulation to notify lenders every time a policy changes — documents known as additional Interest letters, traditionally sent by mail at significant cost. This portal digitizes that process, acting as a secure intermediary that delivers these regulated communications electronically, with full search, tracking, and audit traceability.

I designed the portal experience across its three user types.

Role

Product designer. Owned the end-to-end portal design across three personas, working with product and engineering from requirements through delivery. Built on the shared design system I maintain — how a small team shipped a full multi-persona platform without rebuilding for each user.

Impact

In production and part of an award-winning platform, launched with a major Canadian insurer and expanding across the industry — replacing a paper-based regulatory process with a digital-first one.

The Three Personas

The portal serves three distinct users, each with different goals and permissions in the same system:

• Insurers send and manage policy documents, tracking delivery and status.

• Interested parties are the lenders and lien holders receiving the documents, searching, retrieving, and downloading what's sent to them.

• Super admins manage users, organizations, and access across the platform.

Designing one coherent system that flexed to three permission models was the core challenge — the same multi-party thinking behind my open banking work, in a different domain.