The problem

Glovebox had a great idea, but it was hard to see it through the existing UX and design. They had a mobile app that digitally centralized customers’ policy information plus a web app for agents to administer those policies. With tens of thousands of users, an in-house development team, and a proven product fit, the future looked bright.

However, without professional-grade design and UX, the interface baffled Glovebox’s agents and customers. Conversions weren’t where they should be, and the support team was inundated with calls from perplexed, dissatisfied clients.

GloveBox 1 star review.GloveBox 2 star review.

Our solution

We recognized that the app needed an intuitive user design supported by a sophisticated, branded appearance. So, we integrated the latest UX standards and user research into our design thinking.

We took the screens from cloudy to crystal clear, from flow mapping to wireframing to design and through to handoff. The usability breakthroughs assuaged previously frustrated users. They knew precisely what action to take, and the app looked good enough to drive conversions.


  • B2B + Insurance

Cozy Services

  • UX/UI design
  • Mobile app design
  • Responsive web design
GloveBox website design at three device breakpoints.

Real-world results

They understand the importance of UX within a broader organizational context, which is really powerful. The team is instrumental in providing innovative solutions to UX challenges, and their communication, flexibility, and responsiveness have been great.
Illustration of users.
Illustration of a woman at a call center.
inbound support calls
GloveBox 5 star review.GloveBox 5 star review.GloveBox 5 star review.

Before Cozy

The app suffered from poor navigation, hierarchy, and unclear next steps for the user. The interface was laid out by and for engineers — lots of tables with all the features you could imagine — without focus on where the client should look first or go next.

Original GloveBox policy holder app screens

GloveBox app design before Cozy.

The user logged in and immediately felt lost. (Not a good sign when most of the first screen is instructions…)

The colors, font, and typography clashed in the underdeveloped brand. With a less tech-savvy client base, the app caused frustration for users and the company alike.

Glovebox was growing at a rapid pace, outpaced yet by customer support calls. Where was there to go?

Our structural UX approach

We were told, “Don’t do a dramatic app redesign. Make it modern, make it prettier.” So for a few months we worked on a reskin of the client-facing app. We initially planned to refresh the app but not touch the UX or change what screens were where.

GloveBox app design after Cozy.

We knew, however, that you can’t successfully reskin without touching the user experience. That meant looking at the agent-facing web app as well.

For the app to work better, it can’t just look pretty. It needs to work intuitively for the user in ways they ultimately need, without even knowing until they use the app.

So, we started conceptualizing the content and structure on each page and how it flowed from one task to the next.

GloveBox splash screen.GloveBox sign-in screen.GloveBox verification screen.GloveBox verified confirmation screen.GloveBox agency connected screen.

As we progressed into on going project-based support, Glovebox’s product manager would provide a project brief that detailed the tasks a user needed to carry out and the flow of information in the system to support that task.

Our job was to translate that task into usable screens.

GloveBox system flow.GloveBox feature roadmap.

Here's what we did

  • Reimagined navigation to maximize usability
  • Researched industry standards to ensure our interface would match user expectations where sensible
  • Developed new internal architecture for a smooth experience
  • Flow mapping and wireframing to create usable flows and screens
  • Laid out features in an intuitive, task-based manner
  • Tested with users to ensure usability
UX requires understanding the user and business needs before designing the interface.

Resolving a UX/UI challenge for attributing data sources

Our atomic UI design

The atomic design methodology provided a practical build framework for us to conceptualize the user interface and the series of its parts. Every level in our interface design system’s hierarchy builds on the level before to ensure consistency and efficiency in the build and design processes.

Atoms illustration.
Molecules illustration.
Organisms illustration.
Templates illustration.
Pages illustration.
UI kit thumbnails.
UI kit – dropdowns
UI kit – toggles
UI kit – menu, tutorial, accordion
UI kit – tree, card UI
Let's have coffee

Want results like these?

Let's chat about your digital needs. We love to be the good guys. We know you've probably been burned before, and our first job will be to rebuild your faith. That starts with a cuppa joe, on us.

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