Transforming workflows with data integration, simplicity and clarity

Client

Role

Lead Product Designer

Duration

01/2024 – 04/2025

Platform

Client

Role

Lead Product Designer

Platform

Duration

01/2024 – 04/2025

Overview

What is it?

Policy Details is where agents or others go within the CRM to answer customer's questions or to make policy changes. The data presented must paint an accurate picture of the policy.

Current state makes it difficult to find answers or to complete requests within the system of engagement (the CRM). Launching out to other systems to complete tasks is common. The result is a huge loss of time, money and trust in the information presented.

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 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.

The solution

Completely replace the current state with a user-focused, custom object and workflow that fits their mental model of the process, eliminates the need to leave their CRM screen, and quickly gets them the information they need to help their customers.

Task
Success
Rate

Task Success Rate

Current state

Future state

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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