Experience Centre
The Experience Centre was a core strategic initiative developed under the Digital Operating Model program by Diligenta (a subsidiary of TCS) for its UK-based insurance clients. It was a back-office application designed to optimise the internal operations of customer service and call centre agents handling life, pension, and annuity policies.
Unlike customer-facing applications, the Experience Centre focused on the internal agent experience, ensuring that day-to-day servicing operations like beneficiary updates, address changes, retirement claims, and annuity switches were executed with speed, clarity, and reduced effort.
The product was part of a larger transformation initiative to digitize legacy operations, reduce manual intervention, and create scalable systems that could adapt to multiple clients across different insurance workflows.
🔒 Confidentiality Notice:
Due to a Non-Disclosure Agreement (NDA) with the client and TCS, I am unable to share any visual assets, designs, or screenshots related to this project.
Phoenix Group, LBG, Aviva, Scottish Widows, SunLife, Standard Life
United Kingdom
BFSI
2019-2023
240+
Challenge
Diligenta, a UK-based subsidiary of TCS, managed life and pension servicing through legacy systems that burdened agents with outdated interfaces and fragmented workflows. Common tasks like beneficiary changes, policy alterations, and retirement claims were time-consuming and error-prone. The challenge was to design a modern back-office interface—Experience Centre—to streamline operations, reduce effort, and improve task accuracy for internal service agents.
Results
We delivered a clean, action-oriented interface that improved task visibility, reduced redundant steps, and simplified complex workflows for agents. The Experience Centre enabled faster servicing, better focus during multi-tasking, and significantly improved agent satisfaction—supporting Diligenta’s broader effort to modernise operations for its UK life and pension clients.
300+
HTML-Based Static Screens Delivered
30+
Developer Styleguides Created
100%
Clickable Prototype Completion
Role and Contribution
I contributed to Experience Centre as both a front-end developer and visual designer—building static prototypes, creating design systems, and ensuring visual consistency from concept to final QA.
Key Contribution as Front-End Developer (2019–2021):
1. Built responsive HTML/CSS/JS/Bootstrap prototypes to simulate real agent workflows.
2. Delivered static UI screens used for stakeholder demos and dev references.
3. Developed reusable UI components with clean, maintainable code.
Key Contribution as Visual Designer (2021–2023):
1. Designed pixel-perfect UI screens and a scalable design system in Adobe XD.
2. Created component libraries, custom icons, and visual styleguides.
3. Delivered high-fidelity prototypes and ensured visual QA post-development.
Business Value Delivered
1. Visual Design Standardisation across multiple clients.
2. Enabled faster handoff between design and dev through HTML prototypes.
3. Enhanced service agent productivity and UI usability.
4. Design system became a reusable asset, later integrated into global products like SmartOps.
5. Reduced visual rework by 40% across product updates.
What I Learned
This project gave me a complete spectrum view of product building—from hands-on prototyping to designing systems that scale. Working with a domain as structured as insurance taught me how important visual precision, usability, and consistency are—not just for customers but for internal teams who drive the business from the backend.
