Maciej Ziolkowski UX Portfolio

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A one-stop shop for insurance agents

Challenge

To replace the legacy desktop software that is crucial to company's revenue streams.

Solution

As a UX designer, I was a part of two-man team that designed a web app allowing insurance agent to generate insurance qoutes and manage their billing.

Role

UX Designer, Researcher

years

2015-2016

contributions

Designed
- Vehicle insurance quote estimator
- Real estate insurance quote estimator
- Back-office contracts management module
Facilitated
- On-site in-depth interviews and shadowing sessions with employees of insurance agencies across Poland
- Usability studies

Designed
- Vehicle insurance quote estimator
- Real estate insurance quote estimator
- Back-office contracts management module
Facilitated
- On-site in-depth interviews and shadowing sessions with employees of insurance agencies across Poland
- Usability studies

Warta, second largest insurance company in Poland, decided to upgrade their legacy software for insurance sellers. The main reasons were to:

increase effectiveness of the document flow between headquarters and insurance agencies
boost sales by introducing more user friendly app for agents

Replacing app crucial for company's revenue stream is a sensitive process. That is why the main goal of the UX team was to ensure a smooth transition to a new software without impact on day-to-day work.

💡Research questions

What are the main daily tasks of an insurance agent?
How does purchase process of insurance policy look like in agent’s office?
What are the current bottlenecks in communication between agents and headquarters as well as agents and clients?

Understand the work of insurance agents

To create insurance agent's persona the UX team visited agencies in three cities in Poland: Skierniewice, Łódź and Warszawa. During the visits we observed daily work of the agency, conducted interviews with agents and also observed them during negotiations with clients.

🔍 Key research findings

Most agents use multiple apps of various insurance companies.
Agents prefer web over desktop apps due to insurance quotes generation response.
Agents require a UI that supports insurance variants comparison.

Warta, second largest insurance company in Poland, decided to upgrade their legacy software for insurance sellers. The main reasons were to:

increase effectiveness of the document flow between headquarters and insurance agencies
boost sales by introducing more user friendly app for agents

💡Research questions

What are the main daily tasks of an insurance agent?
How does purchase process of insurance policy look like in agent’s office?
What are the current bottlenecks in communication between agents and headquarters as well as agents and clients?

Understand the work of insurance agents

🔍 Key research findings

Most agents use multiple apps of various insurance companies.
Agents prefer web over desktop apps due to insurance quotes generation response.
Agents require a UI that supports insurance variants comparison.

How might we provide the best user experience for employees of large organisation together with a smooth transition to a new app?

Brainstorming

In parallel to research sessions we benchmarked Warta's competitors. We wanted to understand what advantages agents found in the competitors apps. And, according to Jakob’s law, we decided to keep best and most common practices among competitors apps and add our own solutions on top, based on findings from the research interviews.

Prototyping

For most crucial processes, such as quote estimations, I created high fidelity prototypes in Axure, based on the Warta's design system. For other processes we created static documentation with annotations .

Validating

Each module was designed iteratively. After gathering business requirements and creating low fidelity prototypes, we scheduled usability sessions for critical modules or consulted other with business experts. Each module could go through such process many times until we achieved high scores in usability tests.