Responsive Web

Platform for Insurance Agents

CLIENT: Insurance Company, USA

PROJECT: Designing agent digital experience. Onboarding agency users and enabling them to generate quotes and maintain customer policies.

ROLE: UX role at client location in USA, Research coordination, Collaborative Design, Prototyping in Axure/Sketch, UX in SAFe agile framework.

Business Objective

Modernizing the Agent Portal Experience for Travelers Insurance

Travelers Insurance aimed to modernize its agent portal to improve efficiency and usability for its primary users: insurance agents and brokers. The portal was a key tool used for quoting new business policies and servicing existing ones, particularly within the Business Insurance line. The legacy system was cumbersome, making tasks like generating quick quotes or managing billing and policy servicing time-consuming and inefficient. The goal was to transition to a new platform that streamlined workflows and enhanced the overall experience for agency users.

Solution Strategy

Redesigning Policy Servicing Workflows to Enhance Speed and Usability

As the UX designer working alongside a lead designer, I contributed to the end-to-end design transformation of the agent portal. We collaborated closely with stakeholders to understand critical pain points in quoting and policy servicing journeys. Through iterative design, prototyping, and usability validation, we reimagined the core workflows.

Key design enhancements included:

• Customer Lookup Flow: Enabled faster identification of customers and their associated policies.

• Snapshot View: Delivered a consolidated, actionable overview of key customer information—covering transactions, claims, and billing—within a single, accessible interface.

• Streamlined Quick Quote Functionality: Simplified the process of generating business insurance quotes, reducing time and effort for agents.

These improvements were tailored to the working habits of agents and brokers, ensuring minimal disruption during the transition from legacy systems.

Business Value Delivered

Improved Operational Efficiency and High User Satisfaction

The redesigned portal delivered a marked improvement in usability and task efficiency. Agency users were able to quote and service policies significantly faster due to the streamlined workflows and consolidated views. The enhanced visibility into customer data and policy history allowed agents to act on key tasks without navigating across multiple sections of the portal.

Post-launch feedback highlighted strong user satisfaction, with brokers and agents expressing appreciation for the intuitive interface and time-saving capabilities. The transformation not only modernized the agent experience but also reinforced Travelers Insurance’s commitment to supporting its distribution partners with efficient, user-centered digital tools.