Surround Agent Portal
Project Overview
Timeline: 2019 – 2023
Tools: Adobe XD and Figma
Platform: Inhouse developers
Deliverables: A portal that is part of the B2B2C strategy that supports agents selling the modern insurance products millennials and gen Z are looking for.
My role: Encourage agents to use the online portal instead of calling/emailing
Simulate the search and start a quote functions
Discover
Problem statement: Create a portal for independent agents and agencies to sell Surround Insurance Packs.
Solution statement: Agent pages should match prospect and member pages. This way the agent can talk their customers through the portal without too much disconnect.
Research
Interviews: Agencies that were looking to connect with younger customers. Also relied on the legacy knowledge of stakeholders from the insurance industry.
There was also a really useful article that filled in many gaps about what agents were looking for in an online agency service: Establishing trust in an online environment
Research insights: Agents need a system that could generate documents and let them connect directly with customers. See presentation at the top of the page.
Define
User persona: 35-55 year old agent or agency owner that is aware of the power of the internet, has a client list of parents that will soon become empty nesters, and open to learning new technology.
Competitive Analysis: Agents really want to be able to directly call or email their customers. It’s really important to not get in the middle of that conversation and make it seem like we might take their customers.
Scope and Constraints
Scope: An online portal for agents to manage customers and generate new quotes.
In addition, create a set of training emails for agents to get acclimated to the system.
Constraints: Could not take over customer communications when selling insurance products. Must generate PDFs and not requirement much maintenance once customer has bought.
Next steps
Refine the documents agents and customers expect. Add more products to be sold without making the quote form unwieldy for agents.
Additional pieces
Conferences / Live Presentations
In addition to online experiences, I created the tradeshow booth and materials to be presented at tradeshow and collegiate events.
B2B Videos
Emails sent to agents to teach them how to use the system and encourage them to add leads.
