Fast Premium Estimate

OVERVIEW

Fast Premium Estimate is a large, complex feature that is part of a larger application, Agent Portal. This application is used by insurance agents to quote premiums for their customers.
ROLE
Senior Product Designer, Agent Portal Squad
Product Strategy, User Research, Visual Design, Interaction Design, User Experience

Background

This project was assigned to me while working at SageSure, an InsurTech company that is solving the problems of homeowners insurance within coastal states that present the most risk. Giving producers the ability to get a faster premium within our Agent Portal application was the largest problem we planned to solve this year. With this effort our goal was to give our users a world class buying experience.

The Problem

The process of getting a quote for a customer seems like it's pretty straight forward, but what makes us stand out from the pack is the extensive questioning process that we require our insurance agents to perform to finally get to a premium. While it was very accurate, it was also very long and we were hearing frustration from our users that they loved our products but hated that it took 7+ minutes to get to see an early premium. Over 70% of our users said they would use this in their workflow. Our goal was to give our agents an early indication of premium in under a minute. We planned to measure this with overall producer satisfaction and lowering the percentage of users that leave the quoting experience.

User Research

Based of our initiative kick-off meeting and many conversations with product and design, my product manager and I dove deep into competitive research. Many of our competitors already had this functionality. We made a complete google doc around pros and cons of each competitor and screenshots of their experience to compare how they were tackling this problem. I then started messing around with some explorations in Figma. After the low-fidelity prototype was finalized and many iterations between product and design, we set up a few usability studies with some of our agents to study their behavior and document their thoughts based on specifically defined research questions.

During all of the interviews all the Agent Portal team were collaborating in a Miro board, documenting real time our users thoughts and behaviors. We then had a synthesis at the end of each sessions to reflect on our findings.

Ideation

Our usability studies brought forth a lot of good data that informed future iteration on early ideation of multiple concepts. Even though we used one prototype on our users, there was still thinking around other concepts. Many edge cases were found in our studies that weren't accounted for and we learned what is most valuable to our users. I began to take that feedback and further iterate on the current experience and alternate solutions.

Design Solution

After a lot of conversation and ideation with product and design we landed on the best experience possible to meet the users needs and capture the significant edge cases.

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User Testing – Beta Group

During this phase of landing on a "final" prototype we decided that we should spin up a beta group for the release of this feature. We sourced multiple agents in TX that we would release working software to, then do user interviews each week to get their feedback before we do a wide rollout.

We scheduled many user interviews with a wide range of producers in the TX market and crafted specific research questions to try to learn as much as possible to future iterate on the beta. After synthesizing our data we learned that the design met the goal but the functionality was not yet right for it to provide value to their workflow... So we had to iterate based on our findings.

Feature Iteration...Defaults

In our user interviews with our beta group, the participants kept mentioning the functionality of "defaults" that would make their workflow quicker and help make Fast Premium Estimate more valuable. My team and I decided to explore this in the market and do competitive research to see if our competitors were doing the same. This was an industry standard and it was what our users needed by a landslide so we started to explore. I needed to diagram this functionality out first to understand the problem and be able to communicate it effectively to external team members and stakeholders.

Following a lot of conversation and design lead exercises we landed on a design that met our users needs to interact with this functionality and make it useful for their workflow. It has been deployed and is currently being used with Fast Premium Estimate and we are in the works of doing more user interviews to get that feedback and further iterate.
VIEW PROTOTYPE