Client + Insurance Agent Collaboration App
Concept ● UX Design ● Prototype
overview
As a personal project to sharpen my concept and prototyping skills, I made Umbrella.
Umbrella is an app that aims to ease the life insurance process for both clients and agents. Clients are connected to agents and plan options catered to their unique needs. While agents gain new business in their niche.
My goal was to concept, design and prototype Umbrella.
scope
Five-week personal concept and prototyping exercise.
Quick and reflective ideation to fill a gap I see in the life Insurance industry.
Concept development
User Flows
Sketches
Wireframes
Paper prototype
process
concept
Recently, I’ve noticed many online, direct-to-consumer insurance comparison tools. These primarily focus on auto, renters, and home – not life insurance.
Typically acquired through an agent, life insurance has a gap in access and understanding for consumers.
user personas
user scenarios
function
inputs + outputs
I started the process by identifying possible inputs by users and their outputs. This helps define and refine key features in the app.
new client
Process for clients to register and match with a compatible agent.
product selection
Process for agents to choose appropriate products for clients.
client checklist
Process for agents to create and send checklists to new clients.
client application review
Process for clients to review their application, edit, and submit to agent.
instant messaging
Process for clients and agent to connect and chat.
design
new client
capture, onboard, and connect clients with agents.
This process needs to create trust and transparency to achieve user success.
sketch
1 Client creates an account.
2 Client completes initial inquiry questionnaire.
3 Agent notified of a new client match.
wireframe
During the client onboarding, users will select their life insurance preferences and input data to be sent to their matched agent.
Agents will receive notifications when a new or existing client submits an initial inquiry.
The client info from the inquiry is used for the agent to find the best coverage.
product selection
how clients achieve their goals.
Forms must be clear to capture correct data to get to product selection success.
sketch
1 Client submits an initial inquiry to establish their needs.
2 Based on the client’s responses, the agent is presented with the best product options. The agent then compiles this list to send to the client to review.
3 Client is able to directly compare products.
wireframe
Vital for success in Umbrella, I want the forms to be seamless and intuitive for users. Lots of helpful footnotes and interactive banners would accompany heavy jargon areas.
Similar to Dynamic, the best options available for clients would be presented to the agent. The agent is then able to use their insider knowledge and business relationships to select the best options to send to their client.
The client then will be confident and understand their best options from a clean and digestible interface.
create client checklist
transparency and action.
The client checklist will be a powerful visual.
Clients will gain a deeper understanding of how insurance works. While agents establish transparency and expectations.
sketch
1 Agent notified of new client inquiries or matches.
2 Agent creates custom workflows for their clients.
3 Clients receive their policy timeline to better understand the insurance process and tasks they need to complete.
wireframe
After assessing the needs of their new client, agents will create a unique checklist.
This tool will suggest related items depending on the client's situation.
The client interface will be easy to follow. Items will have statuses and tasks for clients.
client application review
getting coverage – confidently.
The goals of the application:
Make clients feel comfortable and confident in their answers
Capture accurate data and spot errors
Submit and get covered
sketch
1 Client works through the application form.
2 Client reviews application with helpful notes.
wireframe
Clients will be able to review the information they entered.
The system will guide them when there are incomplete or errors in their application. Any uncommon language and other topics will be explained in plain language.
The agent will assess the application and confirm it before submitting it to the carrier.
instant messaging
making agents accessible and approachable.
Giving access to their agent will break down barriers to coverage and increase trust.
Users can send a secure message to either party to go over the specifics of a policy, answer questions, or express concerns.
The messaging will function similar to iMessage, Messenger, and WhatsApp.
testing
paper prototype
I wanted to take this opportunity to practice a testing method I had not done before. I focused on testing the client functions of Umbrella through the paper prototype. Through this exercise, I noted several changes to increase usability.
task #1
new user registration
success criteria:
User creates an account and completes the initial inquiry form and underwriting form.
what i would change
Add confirmation page
I'd add a confirmation page that welcomes the user and verifies their email. Then, this page would walk them through their initial tasks to get their plan going.
Add helpful tips
Between field transitions, I'd explain how the information works with their insurance. Written in brand voice, it'll increase trust in users.
Improve form flow
I'd present one form at a time, to allow focus for the user. For example, the page would display the ‘name’ field and then would flow to the ‘email’ field.
task #2
initial need form
success criteria:
User understands fields and completes accurately.
what i would change
focused forms
I'd incorporate a scroll-like feature focusing on one question at a time. The previous question would be faded above and a fade preview of the next question would be below.
add helpful tips
When certain bits have lots of jargon, I would add helpful tips to tell the user how the information works with their insurance.
guard rails to curb errors
A warning will pop up before the final submissions to ensure users have answered the questions correctly and accurately.
task #3
select insurance product
success criteria:
Assess options, compare multiple products, and make final selection.
what i would change
add compare button
A compare button to allow users to select multiple options from the get-go. The button would be at the lower portion of each product card.
improve comparison layout
The page layout would be horizontal to include the most important fields.
add chat button
The confirmation page would have a button to easily start a chat with the agent.
takeaways
This exercise invigorated me! It was great to practice such imperative skills while creating an exciting product concept.
Having been so immersed in the life insurance Industry for the past four years, I know how overwhelming all the lingo gets! To help consumer users feel secure and empowered in their choices I would add more checkpoints, dialogue boxes, and tooltips.
I was only able to test my prototype on consumer users. Next time, I’d love to test on multiple consumers as well as agent users.