MSIG
About the project
Role:
Lead Product Designer
Team:
One designer, twelve developers and one PM
Tools and Frameworks
Figma, Figjam, Whiteboarding and Workshops
Project Details
MSIG’s legacy Agent Portal was outdated, with inefficient workflows, poor usability, and no mobile support.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.
This was more than a redesign, it was rebuilding a 20-year-old system that shaped how agents worked every day. We had to honor that legacy while creating an experience ready for the next generation.
Alexia Andrews
Senior Product Manager, Azentio (for MSIG)
A Day in the Life of an Insurance Agent
Jane starts her day balancing new sales and renewals. She loves helping customers but often loses time to cluttered tools and missing reminders. Her success depends on how much Gross Written Premium (GWP) she generates — a mix of revenue from Sales + Service.
New Policy Creation: Slow, Manual, and Error-Prone
Agents struggle to close new policies efficiently. Cluttered forms, unclear statuses, and manual payment processes slow them down. Without mobile support or upselling guidance, every new sale takes longer and risks lost revenue.
Renewal Journey: Manual Tracking and Missed Upsells
Renewals often slip through the cracks due to manual tracking and missing reminders. Agents must wait on customer documents and follow up for payments, turning a simple renewal into a drawn-out process.
Without cues for upselling or cross-selling, valuable opportunities are lost along the way.
Foundations of a Scalable UI
At its core, the product was a multi-step data entry application. Every task required agents to move through complex forms and validations. We treated the interface like a system — built from modular blocks for navigation, data entry, and context. This made the multi-step flow scalable and responsive across screens
Core UI blocks defining stepper, form, and sidebar
Responsive layout adapting blocks for mobile
Early mobile sketches exploring flow and grouping
Design exploration of the possible layouts for desktop
Visual Assets and Features
A new, scalable, and responsive design system was created to make complex multi-step data entry easier and more manageable. I designed close to 200+ unique screens across 20 modules and product lines — transforming the look and feel of the application while keeping it familiar for existing users. The new user experience made workflows more intuitive, data entry less cumbersome and error prone, while the responsive design ensured agents could work seamlessly on the go.
Renewals, payments, and GWP — all tracked automatically so agents never miss a follow-up or target.
Tabular view with clear statuses and inline actions improved visibility and tracking across policies.
Drill-down panel with grouped layouts and familiar terms made dense data easy to scan
Forms reorganized into logical, context-based groups, reducing errors and making data entry faster and less tiring.
Designing for Familiarity, Building for Scale
We learned that success depended on understanding the agent’s mental model, as this was a legacy product deeply tied to daily workflows. By introducing consumer-grade UX craft, we modernized both the UI and the underlying experience.
