LOOP Agent Portal

LOOP is an auto insurance company that uses telematics data and AI to price policies based on driving habits and road safety, rather than using mostly demographics data — like your credit rating, education level and ZIP code

Project Overview

The organization chose to create an internal agent portal as a long-term initiative to replace the existing policy administration system. The portal is envisioned as a comprehensive platform for managing customer policies, from generating quotes to policy updates, for use by agents, underwriters, and agent managers. To bring this vision to life, I observed agents in action, watching them handle customer calls and make policy sales in real-time. While working on the project, I also had the opportunity to meet with stakeholders, sharing my research findings with them and gaining a deeper understanding of the product roadmap.

My Contributions

  • Developed the research planning that initiated the project

  • Delivered and mediated the user interviews and observation, including downloading the findings

  • Created wireframes and presented to stakeholders

Customer Journey Mapping

It was important to me during research that we observed the agents and agent managers in the context of their work. For the agents that looked like shadowing them as they live call customers with the goal of making a sale. In the interviews we held we were able to have the agent screen share while he was live calling and that’s where we saw the most visibility into their processes and the utilization of various softwares. Needing a way to present our findings and identify opportunities I created customer journey maps to display the agent and agent manager processes, below is a visual of the mapping done for the agents.

Low Fidelity

The research helped identify many problem areas for the agents from having to switch systems in the middle of the quoting process to a handful of manual actions needed while on the call with the customer, which all lead to longer wait times for the customer. From the findings the idea to have the agents quote in one place more efficiently would decrease customer wait time and the manual stops the agents have to make in their current processes. I created low fidelity wireframes looking into what this new workflow might look like, the left side image is the process to add additional drivers to a quote and the ability to input that drivers information. The image shown on the right is an example of the checkout process.

I introduced an option that allows agents to input all drivers' information on a single screen, reducing customer quoting time. During user observation, frustration was evident as agents had to enter information one screen at a time in the existing customer quote system.

The image above shows repurposed components, utilized from the current customer facing quote system. There is a checkout summary stacked on top of the payment method input fields below.

Agent Portal Project Goals

  • 💻 Reduce customer wait times by having sales agents use a single software program

  • 💰 Enhance profitability by designing a more user-friendly pricing page that enables faster and more efficient pricing adjustments

  • 🧘‍♂️ Minimize agent stress by streamlining the quoting process and removing the need for manual intervention.

What next?

Over the course of the project, it became clear that the feasibility of building an internal quoting system would take years.

  • Feedback highlighted the inability to quickly meet all desired use cases for the internal quoting system.

  • Priority shifted to addressing immediate problems for agents; focused on a feature allowing balance clearance while assisting customers.

  • Decision to refocus on urgent needs provided valuable insights into organizational priorities.