Reducing insurance quoting time by 60%
We redesigned a bloated underwriting submission software into a guided, step-by-step experience — reducing submission intake time by 60%, eliminating duplicate submissions, and creating a single source of truth for underwriting data.
Problem: New submissions were taking forever
Companies sent business details to the insurer, and submission agents would enter this information into the system for underwriters to review, price, and quote.
But the submission software was bloated: it was slow and cluttered.
Submission agents were overwhelmed by slow loading times and a vast amount of form fields on one page. All business cases (even the specialty ones) were crammed onto one page.
We talked to submission agents first instead of the underwriters
The submission process was the constraint. We observed agents juggling multiple apps to enter information, and switch between analog and digital note taking.
It should take a maximum of 10 minutes. Maybe 5. We're spending 20 minutes on each submission.— Chief Operating Officer
One stakeholder commented that back in the day submissions by paper were FASTER than this digital workflow.
Break it up
We reduced the cognitive load on submission agents by creating a wizard that mapped to their workflow.
Submission agents were able to get through each step faster, and clear validation gave them confidence that the data was correct.
Our Design System elevated other intake in other lines of insurance
We created the first design system at the company aimed at standardizing and speeding up the submission intake flow, but also expanding to the underwriting and business analysis functions.
A user moving from one product to another would have a seamless experience: they all feel and function as a part of the same family of products.
Enabling underwriters to make better decisions faster
The submission time with our redesign averaged five minutes, 60% faster than the previous flow.
Submissions were no longer getting duplicated or lost, the agents felt less pressured, and the company was able to generate more business.
