Client
Insure
Role
Lead UX/UI Designer
Duration
12 months
Year
2026
Executive Summary
Led a cross-functional team of developers and product managers across a 12-month engagement. Responsible for research, design direction, stakeholder alignment, and handoff.
Insure needed a purpose-built portal for their network of insurance professionals — a single workspace where agents could quote, bind, and manage policies across multiple carriers without switching between fragmented tools. The platform had to handle high information density while keeping experienced users fast and new users onboarded quickly, and adapt to distinct role-based workflows for underwriters, policy administrators, and compliance officers.
THE CONTEXT-SWITCHING COST
Agents were operating across multiple legacy systems to complete a single policy transaction. Context-switching between tools cost an average of 18 minutes per quote. Error rates on policy submissions were high due to inconsistent data validation across platforms. The challenge: consolidate everything into one coherent experience without sacrificing the depth and flexibility power users depended on.
DESIGN JOURNEY
Contextual Research
Shadowed users across roles — agents, underwriters, policy administrators, and compliance officers — during live sessions to observe real workflows. Catalogued the tools and workarounds in use. Ran structured interviews across experience levels and business lines to map each role's mental model and identify where trust in the system broke down.
Information Architecture
Workshopped the IA with users across roles and product stakeholders across multiple sessions. Mapped each role's distinct workflow and decision points, then restructured the architecture around shared patterns and role-specific contexts — consolidating a fragmented multi-system process into a unified interface.
Prototype & Test
Built high-fidelity prototypes covering the full portal — from quoting and policy management to underwriting reviews, compliance dashboards, and carrier workflows. Ran multiple rounds of usability testing with users across all roles, iterating on each area based on observed behavior and pain points.
Design System & Handoff
Designed and delivered a component library of 95 components across 8 categories — navigation, data tables, form inputs, status indicators, modals, cards, empty states, and notifications. Built on semantic color and spacing tokens to ensure components adapted cleanly across light and dark modes and all four role contexts without duplication. The system was architected around shared task patterns identified during research — by mapping the workflows common across underwriters, administrators, compliance officers, and agents first, we could build once and scale to all four roles rather than designing four parallel systems. Adoption was maintained through regular design audits, structured developer check-ins, and a comprehensive usage guidelines library that let engineers make confident implementation decisions independently.
ONE WORKSPACE, STREAMLINED
A unified portal with a persistent left-rail navigation spanning Quotes, Policies, Underwriting, Compliance, and Agency Management. Role-based views surface the tools and data each user needs without exposing irrelevant complexity. The quoting flow guides users through a structured intake with real-time carrier eligibility checks. Across a network of more than 500 users, the time savings translated to several hours recovered per week, directly reducing operational cost and increasing capacity.
THE RESULTS
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