Stewardship
The primary user/partner for this part of the insurance service ecosystem is the agency broker. They are a pivotal player in the relationship between the insurance company and the insured. To deepen the relationship and move to discussion and tools to performance objectives is a primary objective of this application.
Experience Opportunities: Transform stewardship tool and workflow from a static presentation to a dynamic and configurable data-driven story telling application representing multiple voices and insights.
Experience Strategy: The experience was designed to improve transparency, data insights, decision making, and increase ease and use. The user experience includes guided sections, configuration options, and conversational design to help drive agency partner performance.
Experience strategy planning
The experience planning phase was framed using a lean canvas and customer personas to help focus on customer and partner needs while guiding the multidisciplinary team in the shift from outputs to outcomes. This allowed for a strategy that put customer needs center stage and creating roadmaps that don't check the boxes on features delivered but measure the impact on customer needs. (click to enlarge)
