☰

Contact Me:

Project Brief

Through interviews with Transamerica sales agents, a few needs became clear; the organization needed better visibility into the processes of selling life insurance, while agents needed the right tools to communicate with prospective customers.

Problem Statements

1

Sales agents needed a digital way to communicate the status of a life insurance application for their customers.

2

Customers needed to feel a better sense of security and satisfaction when buying life insurance.

Process

We worked closely with the client to rethink their current sales process. By mapping the journey through several perspectives; a Sales agent, and Consumer, we were able to find overlaps of communication which provided great opportunities for an improved experience, as well as drop-off points for the consumer.

Some interesting parts of the process

1

Creating a Journey Map showing the current and future state put us on the same page with the client; we were able to spot drop-off points and wide gaps in the delivery and follow-up phases of the journey.

2

The interaction between the two personas, customer and sales agent, was the core problem to solve.

3

Illustrating the values of a proposed experience helped us guide the client towards the future state we showed in the journey map.

A conditional logic was created around how to configure these product types.

4

We also had the opportunity to provide a branding system for the product which helped assure customers and agents of the new digital experience.

Solution

The Journey Maps led the client to the creation of a new application

The interaction between sales agent and customer improved

Other non-digital practices and forms were also put into the spotlight

My Role on the Team

Design Lead

Contributions:

Led the visual design and illustration of the User Research findings including Journey Maps, Personas and Vision Storyboard
Presented UX artifacts and research findings to the client
Contributed to brainstorming sessions with the client for the creation of the tablet application and branding
Led the user experience and wireframes for the initial tablet prototype
Collaborated on the visual design around the brand mark and design system

The Core Team

This project involved:

Research: Alli, Emily, Myself
Design: Myself, Shawn, Matt
Engineering: TJ, Brendan
Design Mentorship: Andrew, Dan B.

Contact Me.

Please feel free to reach out.

Email
LinkedIn
Dribbble