CASE STUDY 1

Changing the way agents and their teams serve clients

Changing the way agents and their teams serve clients

Changing the way agents and their teams serve clients

Changing the way agents and their teams serve clients

Changing the way agents and their teams serve clients

Policy Details redesign

Policy Details redesign

Policy Details redesign

Policy Details redesign

Policy Details redesign

Client

Role

Lead Product Designer

Duration

01/2024 – 04/2025

Platform

Overview

Overview

Overview

Overview

What is it?

What is it?

What is it?

What is it?

Policy Details is where agents or team members should go within their CRM when a customer has a question or wants to make a policy change. The data it presents needs to paint an accurate picture of a customer’s policy status.

Policy Details is where agents or team members should go within their CRM when a customer has a question or wants to make a policy change. The data it presents needs to paint an accurate picture of a customer’s policy status.

Policy Details is where agents or team members should go within their CRM when a customer has a question or wants to make a policy change. The data it presents needs to paint an accurate picture of a customer’s policy status.

In the current-state workflow, it’s difficult to quickly find the answers they need or complete a request within the system of engagement (their CRM). This forces them to launch out to other systems to finish the job, costing valuable time, money and a lack of trust in the information they are receiving.

In the current-state workflow, it’s difficult to quickly find the answers they need or complete a request within the system of engagement (their CRM). This forces them to launch out to other systems to finish the job, costing valuable time, money and a lack of trust in the information they are receiving.

In the current-state workflow, it’s difficult to quickly find the answers they need or complete a request within the system of engagement (their CRM). This forces them to launch out to other systems to finish the job, costing valuable time, money and a lack of trust in the information they are receiving.

In the current-state workflow, it’s difficult to quickly find the answers they need or complete a request within the system of engagement (their CRM) policy details view. This forces them to launch out to other systems to finish the job, costing valuable time, money and a lack of trust in the information they are receiving.

The challenge

The challenge

The challenge

The challenge

Create an experience that re-gains users’ trust and results in greater efficiency in common service workflows compared to the current-state, out-of-the-box CRM object. Whatever the final solution is, it must be flexible enough to work for all policy types, e.g., auto, homeowners, health, life, etc.

Create an experience that re-gains users’ trust and results in greater efficiency in common service workflows compared to the current-state, out-of-the-box CRM object. Whatever the final solution is, it must be flexible enough to work for all policy types, e.g., auto, homeowners, health, life, etc.

Create an experience that re-gains users’ trust and results in greater efficiency in common service workflows compared to the current-state, out-of-the-box CRM object. Whatever the final solution is, it must be flexible enough to work for all policy types, e.g., auto, homeowners, health, life, etc.

Solution

Solution

Solution

Solution

My solution

Replace it with a user-focused, custom object and workflow that fits their mental model of the process and eliminates the need to leave their initial system of engagement through better information design and system integration.

Replace it with a user-focused, custom object and workflow that fits their mental model of the process and eliminates the need to leave their initial system of engagement through better information design and system integration.

Replace it with a user-focused, custom object and workflow that fits their mental model of the process and eliminates the need to leave their initial system of engagement through better information design and system integration.

Current state

52%Success Rate

Current state

52%Success Rate

Current state

52%Success Rate

Current state

52%Success Rate

Current state

52%Success Rate

Future state

90%Success Rate

Future state

90%Success Rate

Future state

90%Success Rate

Future state

90%Success Rate

Future state

90%Success Rate

Discovery

Discovery

Discovery

Discovery

What is it?

Policy Details is where agents or team members should go within their CRM when a customer has a question or wants to make a policy change. The data it presents needs to paint an accurate picture of a customer’s policy status.

In the current-state workflow, it’s difficult to quickly find the answers they need or complete a request within the system of engagement (their CRM) policy details view. This forces them to launch out to other systems to finish the job, costing valuable time, money and a lack of trust in the information they are receiving.

The challenge

Create an experience that re-gains users’ trust and results in greater efficiency in common service workflows compared to the current-state, out-of-the-box CRM object. Whatever the final solution is, it must be flexible enough to work for all policy types, e.g., auto, homeowners, health, life, etc.

My solution

Replace it with a user-focused, custom object and workflow that fits their mental model of the process and eliminates the need to leave their initial system of engagement through better information design and system integration.

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