StateFarm, Business Lines
Straight thru processing automation.
To overcome the complex process of underwriting commercial products to deliver a consistent simple experience for the agent and policy holders. To enhance the sales experience for Business Owners Policies, the current SUS score for this type of policy in PolicyCenter is a 27, which is extremely low and has caused high profile agents to reach out to our leaders for the UX design team to solve the frustration with Business Lines.
My role and responsibilities
Design a new experience to simplify and streamline the quoting process. Agents and team members would actually make this a priority to better serve our customers.
Discovery and research.
Our agents would often not offer business insurance because they don’t have time to learn it and they want to be able to go straight thru processing. Before the project, the product did not have a method to go back and enter information later.
“We don’t offer Business insurance because the process is painful we don’t want to dedicate time and energy to struggle and learn it.”
“As an agent, I want to quote, bind, take payment and issue (STP) Straight through processing so that I can save time”
User feedback
“I want the ability to skip ahead”
“Answer later, Before you quote”
“Acknowledgement of required fields”
solutions
Design results.
stakeholders
The outcomes.
Designs presented to the internal stakeholders on the BLM team. Designs were based on feedback In the first iteration. Most importantly users wanted a way to show context and describe the unanswered question. Users concern was to be able to clearly notice which were unanswered questions. I incorporated this feedback into next design iteration.
“I want to be able to not show this message again in modal”
” I want to be able to clearly see which question is unanswered.”