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Visual Designs

Major Insurance Provider

CRM Call Center Application

A  global provider of risk management products and services (and Fortune 500 company) required the design and implementation of a Customer Relationship Management (CRM) experience. Its businesses provide a diverse set of specialty, niche-market insurance products in the property, casualty, and extended device protection.

 

Call center agents required a holistic insight into the health and critical milestones of a given policy, with a prescriptive path to actionable items. Integration of a timeline view with at-a-glance drill downs facilitated a tactical workflow cadence that resulted in significant productivity rate increases. 

Challenges:

  • Identify and parse the varying objectives and mental models a call agent might have and map the data points that tell the story.

  • Overcoming stakeholder resistance to user research and testing to validate.

  • Supporting the needs of an organization that was continuing to scale.

  • Setting standards and processes for a large team and significant project ramp up.

Roles:

  • Principal User Experience Strategist

  • User Researcher

  • Information Architect 

  • Ix Design

  • Content Strategy

  • Information Design

  • Visual Design

  • assist on Product Mgmt & Business Analysis

Visual Designs

The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.  
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach. 

Personas: Task-based Mind Maps

The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.  
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach. 

assurant_personas.png

screenshot of Intake Processor Tasks Mindmap

Personas: Task-based Mind Maps

The need to quickly validate design concepts that involved more complex interactions indicated that rapid prototyping (using Axure) was the most efficient strategy.  
Given that a core aspect of our content strategy and IA relied on user-configured filtering controls, validating proposed functionality through user testing allowed us "kick the tires" on our approach. 

scenarios.png

screenshot of Intake Processor Tasks Mindmap

Success Metrics

  • Targeted publishing model optimized process and gave publishers a significant chunk of time back. 

  • Overall user adoption increase of 56% org-wide.

  • Optimize the path to critical resources for caregivers in tactical scenarios.

  • Support best practices and incentivize innovation occurring on a local level, while sharing out and sometimes implementing those innovations within the entire ecosystem. 

“Greg is an incredible collaborator, visionary, hard working professional with an amazing talent of interpreting business needs into a visual solution. I had the honor of working alongside Greg as part of a large scale project and his thought leadership and alternative proposals helped us drive to an industry changing user interface and experience for which we will forever be grateful. He was able to bring the vision of our project to life, developing an incredible prototype which enabled our Executive team to truly understand the transformation we were striving for. As a first time Product Owner over User Experience, I can not thank Greg enough for all I learned from him.”
 
Leslie Medeiros
Business Transformation Leader
Assurant
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