Redesigning Policy Binding Workflow for Insurance Agents & Customers
2025
Context
RT Connector enables retail insurance agents to quote and bind Excess and Surplus (E&S) insurance policies digitally, a major differentiator in a specialized market dominated by offline, manual processes. Leadership mandated new requirements for binding policies that would introduce significant workflow changes to the current bind process. As the lead designer, I was responsible for seamlessly integrating this new process into RT Connector, designing an intuitive UX, and advocating for agent-focused workflow improvements.
Problems & Challenges
Our platform was built for insurance agents, and introducing self-service payments meant designing for an entirely new user type: the end-user, AKA “insured.”
Third-party payment portal introduced new workflow handoffs across users and systems, requiring me to deeply understand these complexities in order to ensure a seamless experience.
Agents’ strong mental models positioned them as the middleman with their clients. The new direct-billing approach conflicted with expectations.
Limited visibility into policy status made it difficult for agents to know when to intervene.
Process
I mapped the new workflow end-to-end, including building notifications for all user roles and conditions. I designed an interactive prototype to test the multi-platform flow and ran usability testing with eight retail agent users, designing the research protocol myself. Research uncovered key insights:
Agents preferred insureds being billed directly but were surprised by the deviation from traditional workflows.
In their day-to-day, agents felt they needed to act as “quarterbacks,” guiding insureds through the process due to varying tech aptitude.
I uncovered a critical need for a bind-tracking interface akin to traditional order tracking, giving agents clear visibility into policy status.
I synthesized findings into a presentation for executives, advocating for a revised bind-tracking experience and workflow refinements to align with agent expectations.
Solution
My ultimate end-to-end design solution included integrating the new workflow into RT Connector with a clear, intuitive UX that accounted for collecting signatures, direct payments, and comprehensive notifications. I introduced a policy bind-tracking interface so agents could monitor policy status and intervene when needed, ensuring seamless transitions across multiple platforms. I also advocated design decisions to leadership, shaping the roadmap and influencing broader platform strategy.
Impact & Next Steps
Executive leadership approved the redesigned workflow and bind-tracking concept for the roadmap. Impending release will measure impact on bind rates, agent efficiency, and customer satisfaction, building on usability insights from the prototype. This project demonstrates my ability to influence strategy, lead research, and deliver senior-level design solutions in a complex, highly-regulated B2B2C insurance environment.
FULL CASE STUDY AVAILABLE UPON REQUEST.