Gjensidige: Building an insurance app 

Gjensidige, an established insurance provider operating across the Baltics, set out to improve its mobile presence by replacing its outdated self-service app. The legacy app lacked functionality and was difficult to use, especially for customers managing their health insurance benefits on the go.

To enhance the digital customer experience and drive wider adoption, we completely redesigned and rebuilt the mobile app to serve Gjensidige customers across Lithuania, Latvia, and Estonia. The focus was on intuitive, minimal design, robust functionality, and accessibility compliance from the ground up.

Gjensidige needed to move away from an outdated mobile app that no longer met the expectations of customers managing their health insurance digitally. The legacy solution offered limited functionality, was difficult to navigate, and lacked proper accessibility support.

This made it challenging to engage users across Lithuania, Latvia, and Estonia and to encourage wider adoption of self-service features and digital-first services.

We rebuilt the app from the ground up with a strong focus on clarity, performance, and inclusivity. By combining a minimal, intuitive design with secure digital access and real-time communication, we ensured the app supports everyday insurance needs.

At the same time, we aligned the experience with EU and WCAG accessibility standards to deliver a scalable, user-friendly journey that works consistently across all Baltic markets.

• Health Insurance Management: Users can log in securely with Smart-ID to view their current health insurance plan, remaining balances, and eligible services.
• Digital Health Card Integration: The app provides a digital insurance card that can be used in clinics and pharmacies, accessible directly in the app or stored in a mobile wallet.
• Real-Time Push Notifications: Gjensidige can send timely updates or reminders to app users, improving communication and engagement.
• Additional Insurance Services: The app supports digital claim submission and policy purchases, extending core functionality beyond the website.
• Accessibility-Optimized UX: Designed to meet the latest EU and WCAG standards, the app supports users of all ages and abilities, including those with visual impairments or limited digital literacy.

Gjensidige’s new mobile app offers a streamlined, accessible digital experience for customers across the Baltics. 

With a focus on functionality, performance, and inclusivity, it improves how users engage with their health insurance and supports Gjensidige’s commitment to delivering more connected, user-friendly services.

A modern, accessible mobile app can significantly improve how customers interact with their health insurance, turning routine tasks like checking coverage, submitting claims, or accessing a digital insurance card into simple, seamless experiences.

By prioritizing inclusivity, performance, and user-centered design, Gjensidige strengthened digital engagement across the Baltics and laid a scalable foundation for future mobile services and feature expansion.