KEVIN KEIPERkevin@kevinkeiper.com415 926 1935PRESENTATION PDFRESUMELINKEDIN
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Consultant

EMC Insurance
Aug 2024
Nov 2024

STORY BACKGROUND CONTEXT

The current internal Property and Casualty Insurance underwriting process too was a mash-up of incongruous services, external applications, and duct-taped UI solutions which needed a thorough update for stability and cohesive goal-based underwriting flow.

PROJECT OPPORTUNITIES

Reduce ‘Time to Quote’ by 25%.

Increase profitability per quote by 25% (depending on line of business).

Increase volume of desirable new business within ‘appetite’ parameters.

Reduce risk of account rejection by improving approval processes.

THE SHITSHOW

Design team still using Sketch not Figma. Poor communication between senior stakeholders. Difficult personality conflicts between team members. Management was pushing an aggressive project deadline which was not reasonable so we had to adjust scope and eliminate essential prep and research. This lowered morale and motivation...

GOALS AT A GLANCE

  • Reduce quoting times
  • Revenue per Quote
  • New client accounts
  • Risk reduction
  • -20% time savings
  • +15% per quote profit
  • +25% new business
  • -30% fewer rejections

TEAM

  • Product Director
  • Senior UX Designer

PROJECT TOOLS + SKILLS

  • Affinity Mapping
  • Figma
  • Interactive Prototypes
  • Journey Maps
  • Sketch
  • UX Qualitative Research

DESIGN RESEARCH PROCESS

I began by exploring future features with stakeholders in qualitative brainstorming sessions to create affinity maps using LucidChart. (opens lucid chart)

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We discovered performance gaps and identified essential, ‘nice to have’ and ‘blue sky’ features aligned to business KPI goals.

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We classified features pertaining to phases of the underwriting goal path, focusing on achieving measurable outcomes.

I created a ‘happy path’ map of quote goal monetization with a high level process diagram. (opens a large pdf)

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It was from here that the team remained aligned on the desired UX and business outcomes.

I inventoried existing Underwriting Central application screens into a site map.

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This ensured stakeholder alignment to strategy by revealing inconsistencies, new features and business goals.

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This revealed hidden complexities and wasteful goal paths, and helped refine flows.

DESIGN EXECUTION PROCESS

Using the previous assets I began to imagine the new future state set of goal oriented workflow wireframes.

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These were specifically aligned to each step of the quote goal path schematic with the intent of meeting all the business requirements.

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All wireframes were constantly in flux and were always evolving based on continuous stakeholder inputs.

The new experience was grounded in a ‘stepper’ which guided users through phases of the goal journey while keeping relevant decision making data available in a left rail.

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We audited all phases of the underwriter task flow to ensure all conditions could be met, and all property values could be collected at key journey moments.

As the engineering team had decided on the Angular Material development framework, it made sense to use the existing and well documented Material Angular UI component set.

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From the previous sets of wireframes, site and journey maps, we refined the designs into a more polished final desktop PAAS tool.

Working with senior stakeholders, the small design team iterated and optimized the final Angular Material design components into the final design.

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The result is a polished v2.0 of an essential business tool, set up to succeed at scale while meeting the project goals.

SUCCESSFUL OUTCOME SUMMARY

PROJECT ASSETS

Time to quote reduction

Average per-quote revenue gain

Net new agent accounts

Net reduced risk per quote

  • -20% time savings
  • +15% per quote profit
  • +25% new business
  • -30% fewer rejections
KEVIN KEIPERkevin@kevinkeiper.com415 926 1935PRESENTATION PDFRESUMELINKED IN