Agents and underwriters were frequently jumping between multiple systems, losing a lot of timing, and building a lot of frustration, as they attempted to find information for claims, quotes, drivers, unites, and policies. It was very a cumbersome and disjointed process, that was made even more difficult with multiple UIs and very few design patterns.
I was tasked to help fix that. 🙂
I adopted a card based design that would work well on multiple device platforms, and a context sensitive system to reduce the number of clicks as the user was searching through the system.
With this design, the user could pull up the profile of “Driver A”, and then by simply clicking a “policy” icon, the card would then flip and pull up the content related to the policy.
The other categories would still be visible via the icons on top of the card, so if a user then wanted to see the information regarding the unit/car that driver had within the policy, they could then just click/tap another icon and have the card refresh with new data.
This would have been especially useful if the user wanted to pull up all the drivers within a policy, and could then flip through the information of one, while still having information regarding other drivers visible (via the other cards).
Most of the policy holders within the application would have their information already available via their licenses, so this also created an opportunity to humanize the process by pulling images directly from that system (or allow them to upload new photos when creating a policy with us).
This would have been a great feature, as many of the underwriters try to create true relationships with the policy holders, as this lends to longer business relationships, and in such a competitive field, every opportunity to make a relationship last longer must be taken.
Other great features included the ability to quickly distinguish whether a policy was directly under Carolina or Berkley, color based status notifications, and the ability to easily reformat data given the structure the design was formed around.
But the best part was that there was a firm design pattern that held together the entire process. Whether a user was looking for data on policies, drivers, or quotes, having a consistent design allowed the user to finally be predictive on how to work. Now if they were looking up a claim one day, a policy the next, and then had to find data on units, they were completing the same workflow process, which in the end would have created a much better experience and saved countless hours of frustration.