CASE STUDY 1

Changing the way agents and their teams serve clients

Policy Details redesign

Client

Role

Lead Product Designer

Duration

01/2024 – 04/2025

Platform

Overview

What is it?

Policy Details is where agents or team members go within their CRM to answer customer's questions or to make policy changes. The data it presents must paint an accurate picture of a customer’s policy.

The current screen makes it difficult to find the answers you need or to complete a request within the system of engagement (their CRM). This often requires launching out to other systems to find answers or complete tasks. The result is a huge loss of time, money and trust in the information presented across all 18,000 agent offices.

The challenge

Create an experience that re-gains users’ trust, results in vastly improved workflow efficiency, and is flexible enough to work for dozens of policy types.

Solution

My solution

Replace it with a user-focused, custom object and workflow that fits their mental model of the process, eliminates the need for them to leave their CRM screen, and ultimately gets them the information they need to help their customers.

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

What I did

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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