Liberty Mutual Agents’ Portal
Product Design - UX Design
Lead designer on a team of 5 developing innovative solutions for our customer's digital communication needs. The project resulted in an entirely new user portal including three new features. This project allowed me to collaborate in new ways, and train others in the human-centered design process.
The Question
How might we understand the evolving communication needs of agents in the digital world?
The Solution
A user-centered platform including multiple new features increasing transparency and efficiency between carrier and agent. Reducing waste and increasing time spent on value added activities.
Before
“This website is like a room with a lava lamp and a shag carpet”.
- Cathy Sharp, Insurance Agent
After
Complete redesign of the agents portal including three new features enhancing personalization, convenience and transparency.
“I would pay money, to have something like this!”
- John Benham, Insurance Agent
The Process
Research
1:1 Interviews with 27 stakeholders.
3 Job shadows.
Surveyed over 500 agents.
Pain Points
40 - 60% of working hours are spent on non value added activities.
Carrier communication is impersonal. Liberty Mutual’s marketing emails are immediately deleted.
Lack of transparency in work wastes time. Users feel their requests just go into a “black box”.
Areas of opportunity,
Personalization
How might we provide convenient, personalized carrier interactions so agents can continue to work efficiently and build trust through relationships?
Convenience
How might we provide on demand resources to agents so they can conduct work anytime, anywhere and focus on value added in their office?
Transparency
How might we provide real time transaction status to agents on demand?
Sketches
Using divergent-convergent brainstorming techniques we threw ourselves into multiple virtual brainstorming sessions focusing on our three research backed areas of opportunity. Personalization, convenience and transparency. I involved the entire team in the wireframing process.
Wireframes - Convenience
Form allowing agents to submit simple endorsements or tasks online with automated support. This feature reduces back and forth and decreases wasted time. I focused on best practices and patterns for form interactions.
Wireframes - Personalization
A mobile app was proposed by a member of my team. The app provides personalized information tailored to any agency. The use of a mobile allows agents to complete work and access information anytime, anywhere.
Wireframes - Transparency
This feature shows the status of pending transactions providing visibility on where they are in the process.
User Feedback
To gain feedback rapidly across multiple regions I created videos walking users through each wireframe. We tested our new features using these videos and gained feedback from 10 stakeholders.
Mobile app is ahead of its time. Useful but rarely. Not useful for assistants in offices.
Some of the options are not necessary.
Want the ability to search transactions by date range.
Want the ability to contact people specific to the work they are doing.
Minor changes to layout and wording.
Hierarchy confusing at times.
Privacy concerns in sharing agency data with all producers.
V3 Prototype
Responding to our user feedback we moved away from mobile and pivoted to a customizable dashboard system including our new features. To keep it brief I won’t go into details on V3 here.
Developing a Card System
I built out a responsive card system and drew up basic redlines for future use and development.
Defining Breakpoints
Final Designs
Final prototypes were presented at Boston HQ. This project is still in progress. Stay tuned for future updates!
Final Design - Convenience
A set of user-friendly forms that will empower our customers to make changes to their policies quickly and efficiently. This feature will reduce back and forth between users and regain valuable working hours.
Final Design - Personalization
A human-centered redesign of our agents portal. A seamless personalized experience including all prototyped features.
Final Design - Transparency
A system that tracks the status of pending transactions providing visibility on where they are in the process.
Success Metrics
Quantitative: (1) Error rate in transaction processing (2) Number of tasks processed (3) Time on task (4) Underwriter workload estimated by daily email count.
Qualitative: (1) Usability tests will include attitudinal questions to determine user’s experience using this product and its features (2) Users will be asked to complete the system usability scale (SUS).