agent-portal

Heads up - this project research applies to another project. See here.

OBJECTIVE

The client was an insurance company who were using only paper and phone applications when they wanted to create an eApp that would allow agents to quickly and easily complete new applications and help facilitate a more automated underwriting process. The more quickly a prospective customer moves from application to decision, the happier everyone is: the provider, the agent, and the customer.

RESEARCH

To better understand and address agent’s concerns, we conducted a series of phone interviews with agents in multiple states. We learned about how they ran their business, their experiences with paper and phone application processes, and their recommendations for an improved underwriting process.

Using their experiences and feedback, we were not only able to form unique personas for different types of agents, but were able to document the customer experience and application process down to the minute.

Persona - Traditionalist

Persona - Futurist

DESIGN

Our design had two primary objectives:

Create a template UI that could easily adapt to unique brands and accommodate the many variances in application by state, plan, and provider.
Develop a workflow that would accommodate automation, collecting data in such as way as to potentially run automated underwriting logic without the agent and applicant waiting (or even noticing).

To understand how applications varied by state, plan, and provider, we studied and outlined dozens of different applications. We used these outlined to identify common categories or types of questions. We iteratively created application outlines and tested them with agents and internal employees, until we had a final, refined navigation structure.