MSIG - Insurance Agent Portal

Can an insurance portal be powerful and complex at the backend, yet remain simple and easy to use without passing that burden of complexity to the user?

Reimagined MSIG’s legacy Agent Portal, bringing the clarity and ease of a consumer-grade UX to a complex enterprise system.

Tools

Figma, Figjam

Tools

Figma, Figjam

Tools

Figma, Figjam

Responsible for

UX Strategy, Product Design and Execution

Responsible for

UX Strategy, Product Design and Execution

Responsible for

UX Strategy, Product Design and Execution

Team

One designer, twelve developers and one PM

Team

One designer, twelve developers and one PM

Team

One designer, twelve developers and one PM

Yellow Flower
Yellow Flower
Yellow Flower

Revamped MSIG Agent Portal delivering a faster, clearer, and more intuitive experience for insurance agents.

Revamped MSIG Agent Portal delivering a faster, clearer, and more intuitive experience for insurance agents.

Project Context

Project Context

Project Context

MSIG’s legacy Agent Portal was outdated, with inefficient workflows, poor usability, and no mobile support. Agents faced tedious data entry, unclear interactions, and difficulty closing deals in the field.

Since the portal was deeply ingrained in their daily workflow, the stakes were high, the challenge was to reimagine it as a modern, consumer-grade experience that handled complexity in the backend while remaining simple and efficient for users.

MSIG’s legacy Agent Portal was outdated, with inefficient workflows, poor usability, and no mobile support. Agents faced tedious data entry, unclear interactions, and difficulty closing deals in the field.

Since the portal was deeply ingrained in their daily workflow, the stakes were high, the challenge was to reimagine it as a modern, consumer-grade experience that handled complexity in the backend while remaining simple and efficient for users.

MSIG’s legacy Agent Portal was outdated, with inefficient workflows, poor usability, and no mobile support. Agents faced tedious data entry, unclear interactions, and difficulty closing deals in the field.

Since the portal was deeply ingrained in their daily workflow, the stakes were high, the challenge was to reimagine it as a modern, consumer-grade experience that handled complexity in the backend while remaining simple and efficient for users.

Dashboard View

Dashboard to highlight key stats and numbers.

New Quote

A new quote journey split into multiple steps,
employing the goal gradient effect to make the process feel less tedious.

Policy Details

The details panel shows breakdown of any selected item from the work queue above.

Agent Work-queue

A dense data view showing the agents work queue.

Problem Discovery

Problem Discovery

Problem Discovery

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Cumbersome data entry: Forms were confusing, error-prone, and time-consuming due to the complexity of information that had to be captured.

  • Outdated interface: The portal, built decades ago, had not evolved with the product and relied on dated, inefficient interaction patterns.

  • Lack of feedback: Unresponsive interfaces and no proactive communication left agents guessing about the outcome of their actions.

  • No mobile support: Agents could not issue or track policies on the go, making it difficult to close deals in the field.

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Cumbersome data entry: Forms were confusing, error-prone, and time-consuming due to the complexity of information that had to be captured.

  • Outdated interface: The portal, built decades ago, had not evolved with the product and relied on dated, inefficient interaction patterns.

  • Lack of feedback: Unresponsive interfaces and no proactive communication left agents guessing about the outcome of their actions.

  • No mobile support: Agents could not issue or track policies on the go, making it difficult to close deals in the field.

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Cumbersome data entry: Forms were confusing, error-prone, and time-consuming due to the complexity of information that had to be captured.

  • Outdated interface: The portal, built decades ago, had not evolved with the product and relied on dated, inefficient interaction patterns.

  • Lack of feedback: Unresponsive interfaces and no proactive communication left agents guessing about the outcome of their actions.

  • No mobile support: Agents could not issue or track policies on the go, making it difficult to close deals in the field.

Solution

Solution

Solution

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Streamlined data entry: Redesigned forms and workflows, breaking down long and complex processes into clear, manageable steps.

  • Revamped design system: Improved information architecture and visual design to deliver clarity, responsiveness, and scalability.

  • Mobile and tablet support: Enabled agents to issue and track policies on the go, making it easier to close deals in the field.

  • Accessibility focus: Applied best practices to ensure the portal worked seamlessly for a diverse user base, including older agents.

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Streamlined data entry: Redesigned forms and workflows, breaking down long and complex processes into clear, manageable steps.

  • Revamped design system: Improved information architecture and visual design to deliver clarity, responsiveness, and scalability.

  • Mobile and tablet support: Enabled agents to issue and track policies on the go, making it easier to close deals in the field.

  • Accessibility focus: Applied best practices to ensure the portal worked seamlessly for a diverse user base, including older agents.

Our research, combining usability studies and user interviews, surfaced the following insights about the existing product —

  • Streamlined data entry: Redesigned forms and workflows, breaking down long and complex processes into clear, manageable steps.

  • Revamped design system: Improved information architecture and visual design to deliver clarity, responsiveness, and scalability.

  • Mobile and tablet support: Enabled agents to issue and track policies on the go, making it easier to close deals in the field.

  • Accessibility focus: Applied best practices to ensure the portal worked seamlessly for a diverse user base, including older agents.

Design Principles

Design Principles

Design Principles

Key principles used as foundation of the new User Experience

Applied accessibility best practices to enhance clarity and navigation for a broad user base, including older adults.

Optimize for complex and lengthy data entry
workflows.

Leverage common and existing interaction patterns to reduce relearning.

Impact

Impact

Impact

Reducing quote creation time by 8 minutes on average, the new design system streamlined workflows through improved IA, form design, and visual hierarchy. Combined with mobile support, this enabled agents to issue and service policies significantly faster and with far greater efficiency.