The Challenge
The company requested us to help them to find a way to provide a new sales tool for their agents in the field who were in charge of generating insurance policies for public workers.
This project had some specific restraints we needed to meet. For example, agents could access public buildings for no more than 30 minutes, a period of time in which they needed to contact, offer and generate the policy. Additionally, the system should work without an internet connection and run on small tablets. Finally, it should fit to work for agents across the whole country.
After some initial research, we realized that an agent could take more than one hour to generate a full policy depending on the number of riders or cross-selling options in normal conditions. Also, agents had different styles and workflows to tackle their challenges, and those ways of working, given the rush, were not always the right ones for the headquarters.
The main challenge for us was learning in just a few weeks how a life insurance policy works and how all potential add-ons can create a nightmare of combinations that we should take care to attend if we wanted to provide simple and organic solutions that could adapt to all cases, agents, contexts and over clients. All the while we worked with another two teams in India and New York.
Bringing a User-Centric Approach, lots of testing, and client management were vital to succeed.
