Streamlining Insurance Quotes
Designing an Online Policy Quote Workflow
Company
Cinico
Industry
Insurance
Timeline
2 months
Project overview
CINICO is expanding its insurance offerings to Motor and Home as well as expanding its area of operations throughout the Caribbean. As they are expanding its offerings, they want to introduce online policy quote to make its offerings more accessible to their customer base.
Project Goals
One of the main goals of the project was to create an online quotation funnel for new users to get a motor or home policy quote online.
Cohesive User Experience
Collect information effortlessly and ensure the experience feels consistent within the new web app.
Drive Product Adoption
Convert existing policyholders to purchase new products and expand account value.
Improve conversion
Make information collection seamless and integrate smoothly into the new web app.
Project Constraints
No Access to centralized data
Lack of centralized vehicle and home data (VIN, property info, etc.) limits quoting and underwriting efficiency.
Broader Coverage Options for Customers
CINICO aims to become a single provider for health, auto, and home insurance—expanding convenience and retention.
Research & Discovery
Information Architecture
Creating a information architecture helped me see how every element fit together and illuminated the gaps that needed to be worked on since this feature will be an integral part of the web app and the mobile app.
Competitor Analysis
A comprehensive competitor analysis has been conducted to identify market gaps, assess competitors' strategies for addressing the absence of a central database, examine their approaches to data grouping, and identify common usability issues.
Ideation with internal underwriting team
To streamline the process of presenting instant quotes to customers, a card sorting session was conducted with CINICO's underwriting team.
Identify essential data points for generating a quote
Eliminate unnecessary information from the quote generation process
Streamline the process for customers to receive instant quotes
Enhance efficiency and user-friendliness of the quote generation process
User Flow
To understand the functioning of different user scenarios such as new users, existing users, and saved quotes, user flows were created. This approach aimed to visualize and analyze the complete process, ensuring a holistic understanding of how each flow operates.
Wireframes
At this point in the process, I proceeded to start wireframing, laying the foundation for gathering feedback and preparing for usability testing.
Usability Testing and improvements
After sorting through the feedback, I proceed to start making high fidelity designs and prototypes so that I can focus on the interaction design to further improve the user journey and do an internal usability testing.
Collect information effortlessly and ensure the experience feels consistent within the new web app.
Convert existing policyholders to purchase new products and expand account value.
Make information collection seamless and integrate smoothly into the new web app.
Retrospective
Interaction Design
In the Project, I tried to explore new ways to think about how I can use interactions to make the experience more intuitive and engaging for the users.
Stakeholders
Involving stakeholders earlier on in the process proved helpful to ensure we were on the same page working toward the same goal. There were no surprises in the end which sped up approvals.
Impact
Although the primary users of this feature were customers seeking new insurance policies, the work also directly impacted underwriters. I needed to consider their workflows and requirements in every design decision.