03 / Lead Product Designer
Turning a legacy insurance portal into a consumer-grade one.
Context
Selling insurance through a twenty-year-old portal.
Every quote and every renewal went through it, and no agent could work around it — which is what made replacing it risky.
Pain
20+ min
To fill one quote. Statuses never said where a submission stood, renewals ran on memory, and none of it worked on mobile.
Solution
One responsive design system.
Quotes save as you fill them, every submission shows where it stands, and renewals are tracked rather than remembered.
Outcomes
~8 min
Cut from every quote issued, with fewer errors from fields grouped by meaning.
This was more than a redesign, it was rebuilding a 20-year-old system that shaped how agents worked every day. We had to honor that legacy while creating an experience ready for the next generation
The agent's day
The day is half selling, half servicing.
Pain points
Selling a new policy.
Jane, insurance agent
“I can’t work while traveling; everything breaks on mobile”
Hard to close a sale on the go
“It takes 20+ minutes just to fill a quote”
Unorganized forms slow policy creation
“I never know if this customer could take a higher cover.”
No guidance, missed upsells
“I keep calling underwriting to check if it went through.”
Unclear statuses cause delay
“Chasing payments takes longer than selling the policy.”
Manual follow-ups delay closure
Pain points
Renewing a policy.
Jane, insurance agent
“If I forget to check, the policy just lapses.”
Missed alerts, lost renewals
“I just renew what they had last year — I don’t know what else to offer.”
No cues, lost upgrades
“I can’t move ahead until the customer sends their documents.”
Pending docs, delayed progress
“I still have to remind customers to make the payment.”
Manual payments, delayed revenue
Outcomes
~8 min
Cut from quote-issuance time
A scalable, responsive design system with semantically grouped data entry reduced errors and improved efficiency.
Inside the system
