B2B Insurance Quoting Platform

Product design for automating cyber-insurance policy sales for Munich Re, one of the world's leading reinsurers

Overview

The problem

Cyber insurance quoting and sales is a manual process that can take months. It was done entirely using email attachments, ad-hoc forms, spreadsheets and involved many differnet people.

What I did

Over six months I designed a solution to streamline and digitise the entire sales and quoting process, such that it can takes hours instead of months. I also created branded versions for two primary insurers.

The outcome

The product is now used by several billion-dollar insurance companies in China, Taiwan and Thailand and there are further roll outs in the pipeline.

Skills

User and state FlowsUsability testingPersonasWireframesInteraction designInterface designResponsive design

Team

4 devs, 1 scrum master, 1 product designer (me), the client

Process

Understand

We kicked off the project with a three-day workshop at the client’s regional HQ in Singapore. We gathered requirements and learnt about their current quoting process.

The end-users (company representatives) buy policies from insurance brokers (professional sales people) who collect quotes on behalf of insurers (brand names like Aviva or NFU Mutual) who are reinsured by global multinationals like Munich Re or Swiss Re. Our tool needed to automate, log and process quotes between all these parties.

Question to answer:

“How does the current process work, who’s involved and what do they need?”

Define

Now that I understood the problem space, I created flows which I refined and validated through multiple rounds of critical feedback from our users and stakeholders. By the end of this, we had a clear understanding of the minimum set of features required to satisfy the user and business needs.

Question to answer:

“What exactly can we build to create the maximum benefit for all stakeholders?”

Design & Develop

With thorough flows defined, we split them up and worked initially on instant quoting—when something can be automatically priced. Taking their style guide, I created and validated screens with the stakeholders a sprint ahead of time so the development always had validated, high-fidelity designs to work on.

*Some early stage wires and screen flows*

Usability Testing

We ran usability testing sessions at key stages of the product development.

Some of the things that were uncovered by users:

Minor details matter, e.g., The nomenclature needed to be changed. We used jargon that our clients were familiar with but our end users were confused by
Curveballs: e.g., several users were old-school and mistrusted modern aspects of the project like digital signatures

Question to answer:

“Is the product usable and do users want to use it?”

Outcome & Final Product

The product is now used by several billion-dollar insurance companies in China, Taiwan and Thailand and there are further roll outs in the pipeline. Outside of the APAC region, South Africa and some Middle East players have also shown interest in distributing this to their insurers.

Below are some of the screens—the dashboard, quote referral view and quote detail view.

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