Building a Comprehensive SaaS Solution for Streamlining Insurance Industry Processes

To meet the needs of professionals in the insurance industry, we aimed to create a one-stop solution that merges the key features and functionalities of five different B2B solutions under National General Insurance Company.

Team Lead • Research • IA • User Flow • UX Design • Wireframe • UI Design • Visual Design • Prototype

This solution will be a suite of applications integrated under a single identity server, enabling easy account integration, automation, and communication between applications for efficiency.

Understanding different user types is crucial for creating effective and engaging digital experiences. By identifying and understanding the needs, motivations, and behaviors of different users through surveys and user interviews, we gained a better understanding of the user types and their problems and needs.

Meet Our Actors

We have identified and defined personas, outlined their goals and needs, and created scenarios to illustrate their interactions with the application.

Users at NGIC typically use two to four different applications simultaneously on any given day, including a quoting engine, lead management, commission management, customer relationship management (CRM), and reporting tools. To understand how these applications work together, we first conducted a thorough analysis of each process using the personas we identified earlier. We then delved into the details of each application to identify connection points.

We focused on creating user journey flows for each persona, ensuring that we addressed their specific needs and pain points. Here are various low-fidelity wireframes to visualize the user experience of the key flows.

To validate our approach with stakeholders, we created core flows with user scenarios after defining clear goals for each user type. We considered their needs and mapped out the steps they would take to complete their tasks, identifying any potential pain points or confusion.

As we developed the core flows, we shared them with stakeholders for feedback and approval, ensuring that we were on the right track and aligned with the overall business goals. Simultaneously, we conducted user surveys to identify any gaps or edge cases we may have missed, as well as collect feedback on the overall user experience. We used this feedback, along with takeaways from stakeholder meetings, to help us further refine our approach, ensure we were meeting the needs of our users, and develop contingency plans for edge cases.