at a glance

Streamlining commercial
quoting engine.

Saved insurance agents ~20% of their time

Helped unlock a previously avoided commercial insurance revenue stream.A redesign of the commercial quoting workflow focused on helping agents keep the customer conversation moving while completing a quote. Working within an existing enterprise system, the project used targeted interaction changes rather than a large-scale visual overhaul.

challenges

Agents were avoiding commercial insurance because the quoting process was rigid, time-consuming, and disruptive to customer conversations.

My role

Research & Interaction Design — discovery, heuristic evaluation, workflow design, and developer alignment.

constraints

Improved workflow flexibility within a fixed, tablet-sized container—improving workflow flexibility no viewport, visual or major backend changes. 

the friction

SUS score 27

State Farm agents were actively avoiding business insurance conversations because the legacy quoting experience was a major bottleneck.

The viewport blocker

The system was confined to a centralized, tablet-sized viewport—even on desktop monitors.

The flow killer

The form was strictly sequential. Agents couldn't advance until every field on the current screen was completed, forcing them to interrupt live customer conversations to search for missing information.

The Voice of the User

We don't offer Business insurance because the process is painful and time consuming. - Agent

No visibility into unanswered questions

Agents couldn’t easily see which questions were incomplete or required further input, making it hard to finalize quotes efficiently.

The redesigned experience

Surfaces unanswered questions and gives agent a clear way to addresss them.

Four interaction
improvements.

Because I couldn't expand the viewport or redesign the core visual system,
I focused on improving the interaction logic within the existing constraints.

1.Conversational Pausing

Added a Save & Resume state so agents could pause a quote during a customer conversation and return to it later without losing progress.

2. Flexible Progress

Made the multi-step wizard more flexible, allowing agents to skip fields they didn't know yet, move between sections, and keep the conversation flowing naturally.

3. Clearer Progress Tracking

Added subtle status cues to the narrow navigation tree so agents could see which sections were incomplete at a glance.

4. Reduced Interruptions

Warning modals interrupted agents' workflow and took up valuable space in the fixed viewport. I redesigned the interaction so agents could acknowledge a warning with a checkmark and dismiss it without leaving their current context.

constraints

Designing
through constraints.

Great UX isn't always about designing the ideal interface. Sometimes
it's about finding the smallest viable change that engineering can actually ship.

Our first concept failed

Forced a rapid pivot.

The failed concept

I initially designed section-skipping mechanics directly into the platform's global dropdown menu.

The reality check

Early collaboration with engineering revealed that the backend architecture couldn't support the approach within the existing fixed container.

The pivot

I worked directly with developers to create a lighter navigation-state system that delivered the same workflow flexibility without requiring database changes or a visual overhaul.

final call

The takeaway.

The breakthrough wasn't a new interface—

It was a new interaction model.

By working within the existing system rather than fighting its constraints, I turned a rigid, sequential quoting process into a more flexible workflow that better matched how agents actually worked.