Insurance broking is highly competitive, with service being a major differentiator. Systems must be well designed to motivate staff to follow correct processes. Getting it right presents significant rewards in reduced costs, new opportunities and satisfied customers.
Sketches of user journey using the insurance broker platform.
With the client’s global reach, we knew the success of this project would rely on extensive research so we met with over 180 brokers and support professionals across the globe, and surveyed an additional 800 users. This meant that we could synthesise findings into common themes, user stories and design principles for the new platform. These were presented to the executive steering group to gain support for the concepts, and progress to design.
The new platform was designed and built in 9 months through agile, test-based design. The extensive body of user research up-front provided an excellent framework for the design work, and allowed the 3-week sprint-based design and build approach to succeed. Global adoption was a critical success factor for the new platform. By involving so many users early on and with many who continued to be involved during the design and build programme, the platform has already received a high degree of buy-in from users and stakeholders.