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Case study

Insurance Made Easy: NTI's Shopify Integration with MindArc.

NTI is a premier insurance provider for Australia's transport & logistics industry, offering tailored coverage and streamlined claims processing.

 

As market leaders in the marine and cargo insurance sector, NTI sought to further expand their insurance solutions into last mile delivery solutions, utilising the Shopify platform specifically.

Through market research and recent history in providing coverage for single transit deliveries NTI understood the pressing needs Merchants had for a solution to the ever increasing burden of dealing with issues from a poor delivery experience.

 

MindArc was tasked with creating a seamless integration to enhance merchant operations and customer service.

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01 The challenge

NTI faced several challenges, providing the right tailored coverage for lost, damaged, and stolen parcels during transit, along with providing a seamless claims handling process for Merchants. To address this, the integration required a multi-faceted approach:
 
Reducing Parcel Loss and Damage
NTI needed a system that would allow merchants to quickly and efficiently insure their goods, reducing the admin and financial burden of managing returns from Loss damage or theft during delivery.
 
Integration Complexity
Synchronising NTI’s insurance services with Shopify required seamless data handling and compatibility across various themes and versions.

User Experience
The integration needed to provide an intuitive onboarding process, enabling merchants to easily set up and manage their insurance coverage.
 
Data Security
Ensuring the secure transmission of sensitive data, including API keys and tokens, was critical to protect against unauthorised access.
 
Efficient Data Syncing
Real-time synchronisation of orders, products, inventory, and customer data was essential for timely and accurate claims processing.

MindArc took a comprehensive approach to address these challenges, with a strong focus on reducing parcel loss and damage:

 

Brand Alignment
We began with a brand alignment workshop, ensuring that all design and functional elements aligned with NTI’s market leading position and commitment to minimising the workload on merchants dealing with parcel loss and damage. This included using NTI’s branding elements such as specific fonts, colours, and graphics.

 

User Personas and Discovery
Understanding the needs of merchants, especially those concerned about the internal overheads involved in managing returns due to loss, damage, and theft. MindArc developed detailed user personas, in conjunction with NTI, to guide the design and functionality of the integration, ensuring that the solution met the needs of all users, from small retailers to large enterprises.

 

Merchant Parcel Platform

A key focus was the development of the Merchant Parcel Platform, designed to streamline the insurance process for merchants. This platform included features such as a landing page, finance and payment pages, and a messaging centre, all aimed at reducing the time a merchant spends on lost, damaged, or stolen parcels.

 

Wireframes and Visual Design

MindArc created wireframes that incorporated NTI’s branding and visual design elements, ensuring a user-friendly interface that supported the goal of reducing parcel-related issues. These designs were refined through several iterations with input from the NTI team.

 

Consultant Application

For NTI’s internal staff, MindArc tailored the design of the internal case management system to better handle claims related to lost or damaged parcels. This included a thorough review of over 200 screens to ensure comprehensive functionality.

02 Our approach

MindArc implemented several key actions to address the key deliverable of reducing the return burden on ecommerce merchants:
 
User-Friendly Onboarding
We developed a streamlined onboarding process for Shopify merchants, enabling them to easily set up insurance coverage and manage their returns.
 
Middleware Integration
MindArc utilised its Konnect platform for effective data management, ensuring real-time data syncing and secure handling of insurance-related information.
Dynamic Data Syncing: Real-time synchronisation of product, inventory, and order data was critical in ensuring that claims related to lost, damaged, or stolen parcels could be processed quickly and accurately.
 
Security Measures
We implemented robust security protocols to protect sensitive data, minimising the risk of unauthorised access and ensuring that insurance claims could be handled securely and efficiently.

03 Actions taken
04 The result

The partnership between NTI and MindArc led to the success launch of an integrated platform for merchants to offer insurance coverage on their shipments and also efficiently and seamlessly handle returns for loss, damage or theft:
 

  • Managing returns from Loss, Damage and Theft: Merchants now have access to a seamless NTI insurance app on Shopify, which significantly reduces the time they spend managing shipping-related return issues.

  • Seamless Integration: The integration allows for easy access to NTI’s insurance services, enhancing operational efficiency for merchants.

  • Enhanced Compatibility: The solution is fully compatible with various Shopify themes and versions, making it accessible to a broad range of merchants.

  • Improved Data Management: Real-time data syncing has streamlined the claims process, improving accuracy and ensuring timely resolution of claims related to lost or damaged parcels.

  • Positive User Experience: Merchants reported a smooth onboarding process and efficient management of insurance services, with a strong emphasis on reducing parcel-related risks.

MindArc’s collaboration with NTI successfully addressed the critical issue of reducing a merchants overhead, both in terms of admin costs and FTE investment in dealing with returns from loss, damage or theft. This was achieved through a comprehensive integration of NTI’s insurance services into the Shopify platform. By focusing on user-centric design, compatibility, data security, and real-time synchronisation, the project not only enhanced NTI’s service offerings but also provided significant value to merchants, ensuring better protection for their goods throughout the shipping process.

05 Conclusion
Bert Webster
National Development Manager – Distribution at NTI

MindArc were instrumental in the development and launch of NTI’s Parcel Protect product. The MindArc team worked closely with NTI to develop the strategy and develop a robust and integrated solution for the Parcel Protect Product. MindArc brought a customer focus to their work and through development of persona’s through to Middleware integration and Data handling, the MindArc partnership has delivered a world class product for NTI.

Valeria Domanski
Design Team lead, Lead UX Designer for NTIat MindArc

It was a pleasure to work with NTI on this innovative and transformative insurance automation product. As the Design Lead I partnered closely with the team at NTI; hosting workshops and meetings allowing for accurate information gathering, collaboration and speed.
The flow between requirement gathering, information architecture, function mapping, wire-framing and building empathy through personas underpinned the methodical approach we used in the design process; ensuring the product design has an optimal solution that focussed on their critical path, resolves pain points and reduces resource waste for NTI and their clients and customers. The final step for our team was applying the branding and creating a global style guide for the designed solution.

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