Modernizing Underwriting Workflow
This project was part of a larger effort to modernize a commercial insurance quoting system that felt outdated and hard to navigate. I focused on redesigning the Crime coverage flow end-to-end, while also contributing to the overall shift toward a more intuitive, hub-and-spoke experience.
The goal was to make the process feel a lot more straightforward for agents - so they weren’t second guessing where to go or how to complete a quote.
Outcome
After testing, I shared key findings with stakeholders and showed a few UserZoom clips so they could see exactly where users were getting stuck.
Instead of reworking everything, I focused on what actually needed fixing. I recommended adding clearer entry points on the hub so users could find the right coverage faster, since the Crime flow itself was already working well.
These updates made the overall experience feel a lot more intuitive and helped remove some of that guesswork for users.
Testing
I ran remote usability tests with 6 associates to see how everything held up. The biggest issue came up when users were resuming a proposal—people had a hard time figuring out where to add Crime coverage and often clicked into a different coverage first by mistake.
But once they got to the right place, everything worked really smoothly.
That was a big moment because it showed the design itself was working - it was really a navigation and discoverability issue.
Prototype
I built out wireframes and high-fidelity prototypes in Axure to bring everything to life, making sure it all aligned with our design standards. I also looped in developers early to make sure what I was designing would actually work.
Sharing early versions with stakeholders helped get everyone on the same page, and we treated the designs as something we’d keep refining based on testing.
Ideate
From there, I started sketching out ideas to simplify both the overall structure and the Crime coverage flow. I explored what a more step-by-step, guided experience could look like and how we could make it easier for users to know where to go next.
As I shared concepts with stakeholders, we aligned on a few key things - clear entry points, consistent terminology, and using visuals to help users make decisions faster. It wasn’t just about improving one section, but making sure everything felt connected.
Discover/Define
original legacy system
I started by trying to understand how agents were actually moving through the quoting process - not just what the system looked like on the surface. I looked through documentation and usage data, then connected with business stakeholders to understand what they needed too.
Pretty quickly, it became obvious that the experience didn’t really match how agents think. Coverage options weren’t very intuitive, navigation felt unclear, and the overall flow added more complexity than it needed to. A lot of it felt like trial and error.
That helped shift my focus from just redesigning a page to thinking about how the whole experience could feel more guided and easier to move through.