/ The Gist
/ Results
/ About the project
While working as a lead designer for Goods & Services, we partnered with Chubb to lead the digital transformation of an online quoting portal for one of their leading markets: cyber insurance.
One of our main goals was to use digital technologies to make Chubb's cyber insurance portal more accessible and user-friendly for insurance agents and underwriters.
/ Deliverables
Dev-ready Designs, High-Fidelity Prototype, Figma Documentation & Stakeholder Presentations
/ Credits
Lead:
Self
Designer:
Kailen Nordhausen, Dina Rosenblatt
Product Manager:
Urvashi Betarbet
Cyber Central Quoting Portal
Customization of client's policy
Sidebar tracking agent's progress until getting final quote
Stepping into the agent’s shoes
To quickly understand the complex world of cyber insurance, we formed a cross-functional team of designers and stakeholders and conducted a series of virtual workshops. These workshops helped us map out the end-to-end process of getting a cyber insurance quote. The result of these workshops was a detailed North Star roadmap of the quoting flow, which highlighted key opportunities, and the goals of both underwriters and brokers.
Snippet from our virtual roadmap activity, illustrating the steps in the quoting process
Crafting the ideal path for a cyber insurance quote
With the roadmap in hand, we began crafting potential designs to visualize the quoting journey. After gathering user feedback, we introduced a sidebar navigation that clearly indicated the agent’s progress in the quoting flow and outlined upcoming steps. This helped the agents stay oriented and allowed them to always understand what was left to get their client’s quote.
Quoting flow showing the steps agents take to get a bindable quote for their cyber insurance quotes
/ deeper look
A recurring pain point we heard from the agents was the amount of time spent on administrative tasks. To address this, we designed a client center section where agents could easily manage ongoing policies, track potential risks, and review payment activities—all in one place. This automation allowed agents to focus more on building new relationships while allowing them to spot new opportunities with their existing clients.
Features implemented to help agents manage their current accounts more efficiently
A quicker way to engage potential new clients
Speed and efficiency were huge themes present in many of our UX conversations with the agents. One way we incorporated speed into the product was by providing the agent the ability to get a 2-minute indication. In this flow, agents could input a few key details, and the system would generate an indication that included coverage options and approximate limits, saving them valuable time.
Flow showing how agents can get a coverage indication in under 2 minutes.
Challenges & Improvements
Dealing with miscommunications
Working with such a smart team of insurance experts on a tight schedule proved to be quite complex and challenging. At certain moments of the process, the product’s requirements were getting mixed up, and issues with miscommunication in meetings happened more often than we would have liked. The results of unclear requirements meant that we spent too much time on certain designs which put us behind schedule.
Creating a detailed meeting plan
To streamline the process, I partnered with our product manager to create a consolidated project calendar. We scheduled two types of meetings: knowledge-sharing sessions, where we discussed requirements and gained insights into cyber insurance, and design critiques, where we reviewed designs with stakeholders and engineers. Each meeting was tied to specific sprint stories, ensuring that discussions were focused and productive. This structure allowed us to reduce meeting times and gave me more space to focus on design work.
Extending the existing brand
We crafted a visual language and design system that builds upon the existing visual world while creating a welcoming, trustworthy interface. This balance ensured that agents and underwriters could easily navigate the platform while feeling confident in its reliability.
Visual overview of the platform’s UI and look & feel
Tablet view of the product's dashboard
Snippet of documentation given to engineers for implementation
Outcomes
Increase in automation of previously manual tasks within the workflow
Decrease in user error rates compared to the old process
Estimated time saved in administrive tasks with the redesign
