Insurance Company

With rising customer expectations and the recent effects of Covid-19 on the digital world, our Fortune-500 ranked insurance client found it imperative to modernize their tools to create a better agent and customer digital experience. Method Inc. was tasked with Identifying pain points for insurance agents and designing a North Star digital ecosystem that illustrated potential future opportunities based on findings.

A narrative prototype and centralized dashboard that communicated the recommended research-based solutions to our clients and their higher management for future roadmapping.

Prior to starting this project, a robust user research process was conducted to identify key user insights that would then guide our Vision Strategy.

According to our research, agents had to navigate a complex network of disconnected tools in order to sell and cross-sell. We created an agent service blueprint and digital ecosystem map to capture the current end to end process and illustrate to stakeholders the arduous process of learning and using their current tools.

Underlying themes that were found included the following: 

1. Agents had a vague understanding of the Business Solutions value proposition. 
2. Lack of automation, focus on form filling, overwhelming billing processes and limited re-enrollment support restricted selling and caused agents frustration when trying to finish simple tasks. 
3. Too many product-specific tools with niche focuses created confusion and inefficiency.
4. Non-centralized lagging data caused missed opportunities for selling and cross-selling at critical inflection points.

Method hosted a workshop with stakeholders across Business Solutions to refine the end-to-end journey for agents. The team then identified pain points and opportunities across the journey. Our clients were also asked to detail what an agent testimonial might look like in 5 years once we implemented a solution strategy.

Given the complexity of all the underlying tools and processes within Business Solutions it was imperative that we covered our main recommendations in a digestible and visually enjoyable manner. 

A narrative prototype was used to visualize the ideal agent experience to our clients. The prototype followed a fictional but very realistic story of Agent Alisha and her happy path journey to selling and cross selling their products. A mixture of narrative text, sketches and UI elements helped encapsulate a complex and large story to our audience.

We created an additional dashboard prototype to illustrate agent-facing opportunities within a centralized future ecosystem to higher management. This dashboard prototype can serve as a vision across the company, demonstrating how unifying products and services in a single front end user interface can help achieve larger organizational goals.

This project presented a great opportunity to push the design envelope and the way we envision future product experiences. By utilizing mixed art forms to help educate our clients on opportunities, we inspired our clients to take the next step into bringing these ideas into fruition.