PROJECT #1
Federato
MAXIMIZING INSURANCE UNDERWRITING EFFICIENCY
Maximizing insurance underwriting efficiency
SCOPE
MY ROLE
User research
UX Design
Technical Requirements
Design Lead
Planned and conducted user research activities
Took full ownership of design process from ideation
to dev requirements
Reviewed and validated designs with end-users
COLLABORATORS
CEO
VP of Product
Full Stack Developers
INITIAL PROBLEM DISCOVERY
Information overload is hindering underwriter productivity
Users don’t understand their current place in the platform and can’t differentiate between different policy versions they’ve created, given the provided policy page headers
INITIAL PROBLEM DISCOVERY
Identifying user priorities
Page header information distribution is inconsistent
Each customer has different information priorities, but custom instances are too time consuming to make
Policy
LOB
Policy Details
Rating Version
Rating Version
Policy Details
Policy Version Details
Policy
LOB
RESEARCH: USER INTERVIEWS
No standardization set in place
I still use Excel to track my policy versions and info because Federato won’t allow me to decipher the differences between all my policies. I’m afraid I’ll quote the wrong policy.”
— Senior Underwriter, QBE North America
“
👩🏼 👦🏻 🧑🏽🦲 🧑🏼🦰
Challenge
CHALLENGE #1:
When everything is important, nothing is important
CHALLENGE #2:
With increasing complexity of backend objects, how will users be able to improve efficiency?
PLANNING: INFORMATION ARCHITECTURE
Imagining a better solution
Breaking down accounts and making a single hierarchy that makes sense for every customer
Understanding the most important information in each section to facilitate quick decision-making
1
2
Policy
Submission level data on each LOB Not specific to selected submission (version)
Version
Version level data Data contextual to the version selected.
If no version created yet -> null state
3
Version Details
Policy Summary level data Dynamic Data - The information in the "Policy Summary" card will differ based on Policy/Submission choice and based on Version choice.
STRATEGY
Context is everything
How to position the header to convey the intended hierarchy
Making sure the page flows seamlessly in the overarching underwriting workflow
ITERATION #1
Creating a digestible policy page header
Creating a carousel of policy versions with custom naming and ability to duplicate
Most recent policy version and associated rating show by default, organized by date created
Include only version-differentiating details in the policy version card for ease of identification
Policy & Rating Version Details
Policy
LOB
Policy Version
TESTING
The header needs to support additional levels of objects to work for everyone
Unaddressed pain point: Each policy version should support multiple rating versions
Unaddressed pain point: Additional object needed - an account can have multiple policies per line of business
ITERATION #2
Creating a Consistent Submission to Rate Workflow
An intuitive object hierarchy requires a workflow that clearly aligns with each object level
DEV REQUIREMENTS
Shipping Faster
Establishing clear component requirements with value thresholds, expected data types
Designing for different screen sizes and hover/scroll states
Standardizing object hierarchies for all customers
Adding dynamic policy summaries
Policy & Rating Version Details
Policy
LOB
Policy Version
Separating policy versions from rating versions
Insert Your Design Here
Macbook Pro
Outcomes
2x faster shipping to users
Better Underwriter collaboration
Moving away from Excel