<aside> 🎓 As the Design Lead, I was responsible for the research, creative direction, content design, and design strategy alongside a product manager and a team of engineers.
</aside>
How can we make our brokers look like heroes?
A bit cliche, but it’s true. As an underwriting agency, Mitti’s model depends on maintaining symbiotic relationships with intermediaries- insurance brokers. We don’t sell insurance directly to customers, meaning we need brokers to be well-informed, love our product, and ultimately look like the expert when it comes to insurance.
Our internal underwriting team (sales) do an amazing job fielding queries and finding the right risks for our appetite, but we wanted to know how we could improve how brokers purchase insurance for their clients by capturing all the relevant details needed to produce a quote as fast and accurately as possible.
An important note
The project and team were formed to build out our new offering in Salesforce. The Head of Technology decided to move our build in-house so we had full control over our own destiny, but then due to the impending acquisition, we again moved to another software vendor to build out our system. This all happened while we moved closer towards being acquired by SafetyCulture.
I repurposed research completed by the HCD team at QBE Insurance to make some initial decisions around workflows and set design principles to guide how we built out our new quote flow.
Usability testing (below) confirmed some of what we thought was most important but over time you’ll see I have highlighted how they change as we learnt from users.
<aside> 🔍 Only ask the essential questions to get a price but give me more if increases quote accuracy
</aside>
<aside> 💬 Talk to me like a human but be concise and use industry terminology to avoid ambiguity
</aside>
<aside> 🧱 Reduce cognitive load by breaking things up but set time expectations so I can plan my workload
</aside>
I jumped onto calls with brokers along with a product manager to understand their habits, and how they work with their clients. We asked them to walk through every interaction in a day to see what comes up most commonly and general pain points with other systems they use.
We proposed tweaks to their day-to-day workflow to understand their appetite for change- especially the less tech-savvy users.
Themes were naturally developed which led our strategy into new products and features, and set the strategy for the following quarters.
I find that a mental dump of notes helps get thoughts and insights out quickly.
I find that a mental dump of notes helps get thoughts and insights out quickly.