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Producer vs Client Portal

Group 1001 - Enterprise Insurance Division
Senior UX Designer
18 months (ongoing)
Team: Product Manager, 2 Designer, 8 Engineers, Data Architect, Compliance Specialist

Designed and developed a comprehensive dual-CMS platform serving both B2B agents and B2C clients with integrated policy management, onboarding workflows, communication systems, and hierarchical structures. This enterprise-scale platform secured a white label partnership and supports multiple company brands, demonstrating significant market validation and scalability.

01 The Challenge

Fragmented Third-Party System Ecosystem

Our enterprise insurance operations relied on multiple disconnected third-party systems for agent management and client services, creating operational inefficiencies and data silos. Agents juggled between separate platforms for policy tracking, Zendesk ticket management, BIG background checks, state licensing systems, commission calculations, document storage, and client communications, while compliance teams manually tracked agent licensing status across different state regulatory databases.

Pain Points

  • Third-Party System Fragmentation

    • Agents switching between 8+ separate platforms: Zendesk for tickets, BIG for background checks, state licensing portals, commission systems, document repositories, and communication tools
    • Manual tracking of agent licensing status across multiple state regulatory databases
    • No unified view of agent onboarding progress from background checks through state licensing approval•Support tickets in Zendesk disconnected from licensing status and compliance workflows
    • State licensing feedback delays causing bottlenecks in agent activation processes

  • Client Experience Gaps

    • Limited visibility into policy status and next steps
    • No self-service capabilities for policy management
    • Fragmented communication channels with agents
    • Unclear onboarding processes and requirements

  • Business Scalability Constraints

    • Platform couldn't support multiple company brands or state licensing requirements
    • No white label capabilities for partnership opportunities across different regulatory jurisdictions
    • Agent onboarding and state licensing compliance workflows were manual and error-prone
    • Reporting and analytics were siloed across systems, including state licensing status tracking

  • The Scale of the Problem

    • 8+ third-party systems - agents juggled for complete client management
    • 45% time spent switching between systems vs. client service
    • 23 minutes average time to correlate client data across Zendesk, BIG, and policy systems

02 The Solution

Unified Third-Party System Integration Platform

We architected and designed a comprehensive platform that consolidates 8+ disparate third-party systems into a unified dual-CMS solution. The platform seamlessly integrates Zendesk ticket management, BIG background check automation, state licensing system connectivity, commission systems, document repositories, and communication tools within a single interface. This includes real-time state licensing status feedback integration that streamlines agent onboarding and compliance tracking across multiple regulatory jurisdictions.

External Agents

  • Personalized Dashboard

    • Clear case progress tracking with visual status indicators
    • Policy information with next steps and requirements
    • NIGO (Not In Good Order) tracking with categorized issues
    • Direct communication channels with assigned agents

  • Self-Service Capabilities

    • Document upload and management
    • Policy application tracking and status updates
    • Background check status monitoring
    • Automated notifications for required actions

  • Unified Third-Party System Visibility

    • Complete Zendesk ticket history and status tracking within client dashboard
    • Real-time background check status updates from BIG system integration
    • Consolidated communication hub connecting all agent interactions and system updates
    • Automated notifications triggered by third-party system events and status changes
    • Document sharing across all integrated platforms with unified access controls

Internal Agents

  • Comprehensive Dashboard

    • Unified view of all agents, active products, total premiums, and commissions
    • Real-time commission schedules with policy tracking and status updates
    • DTCC and DST schedule management with automated file processing
    • Agent hierarchy visualization with reporting structures

  • Integrated Third-Party System Management

    • Complete agent onboarding lifecycle from background checks through state licensing approval
    • Automated BIG background check workflows with real-time state licensing status integration
    • State licensing system connectivity providing live feedback on agent approval status across multiple jurisdictions
    • Unified document management consolidating multiple repository systems with compliance tracking
    • Real-time commission calculations integrated with external payment processors
    • Seamless support ticket management with Zendesk data synchronized across all compliance workflows

  • Policy & Client Management

    • Centralized client policy tracking with status monitoring
    • Firm and producer search capabilities with advanced filtering
    • Commission tracking and payment processing
    • Multi-brand support with white label customization

03 The Process

Key Design Decisions

  • Unified Data Architecture

    Designed a single source of truth that serves both agent and client interfaces while maintaining appropriate access controls and data security. This approach eliminated data inconsistencies while providing real-time updates across all user touchpoints.

  • Progressive Disclosure for Complexity

    Created interfaces that reveal complexity gradually, allowing new agents to start with basic functions while providing advanced users access to sophisticated tools and analytics. This approach reduced training time while maintaining powerful functionality.

  • White Label Architecture

    Built the platform with brand flexibility from the ground up, allowing partner companies to customize colors, logos, and certain interface elements while maintaining core functionality and user experience patterns.

  • Automated Workflow Integration

    Integrated complex compliance and onboarding workflows directly into the user interface, reducing manual processes and ensuring consistency across all cases and client types.

  • Role-Based Experience Design

    Designed distinct but connected experiences for different user types (agents, clients, administrators) while ensuring seamless data flow and communication between roles.

Steps

  • Research & Discovery (6 weeks)

    Comprehensive stakeholder research and system mapping
    Conducted extensive interviews with agents, clients, compliance officers, and IT stakeholders to understand current pain points and system limitations. Mapped existing workflows across all six systems to identify integration opportunities and data flow requirements. Analyzed compliance requirements and regulatory constraints that would impact the platform architecture.

  • Information Architecture (8 weeks)

    Dual-system architecture and user flow design
    Designed complex information architecture that serves both agent and client needs while maintaining data security and role-based access controls. Created comprehensive wireframes for both CMS systems, ensuring seamless data flow between agent actions and client visibility. Established hierarchical structures that support multi-level agent organizations and client relationships.

  • Visual Design (12 weeks)

    Enterprise design system and brand flexibility
    Developed a sophisticated design system that supports multiple company brands while maintaining consistency and usability. Created comprehensive component libraries for both agent and client interfaces, ensuring scalability and maintainability. Designed white-label customization capabilities that allow partner companies to maintain their brand identity within the platform.

  • User Testing (8 weeks)

    Multi-stakeholder validation and iteration
    Built interactive prototypes for both agent and client experiences, testing with real users across different company brands. Conducted extensive usability testing with agents of varying technical skill levels and clients with different policy types. Validated compliance workflows with regulatory experts and refined based on legal requirements.

  • Implementation (6 weeks)

    Comprehensive third-party system consolidation
    Led the complex integration of 8+ disparate third-party systems into a unified platform architecture. Collaborated with engineering teams to establish real-time data synchronization between Zendesk ticket management, BIG background check automation, state licensing system APIs, commission calculation systems, document repositories, communication platforms, and policy management tools. Designed sophisticated API orchestration layer that connects with multiple state regulatory databases to provide live licensing status feedback during agent onboarding processes. Implemented white-label architecture that supports multiple company brands while maintaining consistent third-party system functionality across different regulatory jurisdictions.

04 The Impact

Business Transformation

The multirole portal delivered significant improvements across operational efficiency, user satisfaction, and business growth metrics. Took a dinosaur process and transformed it to meet the digital age.

Measurable Items

  • 580k+ policies since inception
  • 760k+ clients
  • 28 products
  • 2 companies
  • 53 product features
  • 12k+ agencies/firms
  • 38+ billion in assets