Josh Bell

Underwriting 360

Challenge

Our company relies heavily on independent insurance agents or insurance brokers to sell our products to customers. Agents and brokers were using multiple solutions to manage policies, determine the policy cost, and maintain required documentation for underwriting those policies for customers. To streamline the experience, the business goal was to create a central hub called Underwriting 360.

Process

I was the lead UX designer for this initiative on a cross-functional team with product management, program management, and engineering teams. The initial data gathered from agents was a survey to get an initial understanding of their perspective of the current experience. The product team scheduled user interviews and observation sessions with agents which allowed me to talk to users directly and see firsthand the number of steps, tools and tools agents need to do their job.

As we progressed through different phases of design, I created tests for agents to engage with the new solution to validate design, functionality, and behaviors.

Deliverables

Using Figma, I created an initial user flow for the experience with sketches of the potential look and feel. After feedback from stakeholders on this initial work, I progressed to mockups in Figma and creating reusable components. With tweaks based on feedback from stakeholders, I created a prototype and tests in Usertesting.com to validate the design and functionality. For dev handoff, I provided them with the CSS and specs and Figma files. I reviewed the Chatbot in staging & production to ensure alignment with the designs.

Outcomes

Underwriting 360 was rolled out to agents with the core set of features available. Agents have been eager to adopt the solution with positive feedback on the reduction in time for underwriting policies and increased productivity.