Broker Portal

Self Service Endorsements

Attune is a digital platform that helps insurance brokers secure coverage for small businesses quickly and effortlessly. By streamlining a traditionally complex process, it makes getting quotes and binding policies simple, fast, and accessible

Problem

As a broker, representing the small businessowner, how do I change my policy in the middle of my policy period?

  • Automate endorsement process

  • Introduce new product offering

  • Decrease CCC tickets by 20%

Roles & Requirements

My Responsibilities:

  • Requirements Gathering & Roadmapping

  • User Flow & UI in Sketch & Figma

  • Prototyping with HTML/CSS/JavaScript

  • Feedback in FullStory

Team Members:

Product Manager, Engineers

Stakeholders:

Customer Care Team (CCC), Revenue Team, Underwriting Team, Operations Team

Screen Shot 2020-03-04 at 8.22.56 AM.png

User Flow

Designs

Prototype

I usually hand off high-fidelity designs with a Figma link, however, sometimes I build small prototypes on codepen or in our live prototype of the product. For this project, I built endorsements in our live prototype (see here).

To navigate prototype:

  1. Click thorough the account list on the left side of the Accounts tab until you see a bound BOP policy. Accounts are dynamic, so you may need to refresh or click through a few accounts.

  2. Click on the policy line item.

  3. Voila! Click on the Endorse button. Now you are in the self-service endorsement flow.

Screen Shot 2020-03-04 at 8.29.25 AM.png

User Feedback

I worked with the PM to collect, organize, and prioritize feedback. We collected feedback from several different sources: FullStory, Amplitude, and Zendesk.

Learnings:

  • Increase training for new product releases

  • Confusion when users have multiple policies

  • Users wanted to backdate endorsements

  • Users clicked on “Other”

Screen Shot 2020-03-01 at 1.42.10 PM.png

Rapid iteration

FullStory showed people testing out the feature. Some of the feedback we received highlighted that people were confused when they an old policy and a new policy, and didn’t know which one the endorsement pertained to. We rapidly iterated to alleviate this concern by making the button a dropdown menu where the user could select the appropriate policy.

Results

(Currently still tracking metrics on usage and quantity of Customer Care tickets to measure impact)

Future iterations

  • Add more intricate policy changes that users can endorse

  • Increase the number of insurance products that we allow users to self-service endorse

Learnings

Increase awareness within the company so that cross functional teams like Customer Care, Revenue, and Marketing know about product updates.

How do we educate people on other teams, so they can educate brokers, especially given our rapid iteration process?