Producer vs. Client Portal

The enterprise insurance division operated through 8+ disconnected third-party platforms (Zendesk, BIG background checks, state licensing portals, commission systems, document repositories, communication tools). Agents toggled between them constantly. The fragmentation was operational, not just visual.

• 45% of agent time spent switching between systems instead of serving clients.
• 23 min average to correlate client data across the eight systems.
• Manual compliance tracking across state regulatory databases, with no audit trail spanning the systems.

Internal agents · insurance professionals managing agent networks, commissions, licensing, and client relationships.

External agents · individual insurance agents needing onboarding, licensing tracking, and policy management.

Clients · end customers needing policy visibility, self-service capabilities, and clear communication.

The design problem was making each audience feel like they had a dedicated product while keeping all three on a single source of truth.

Team: 1 product manager, 2 designers, 8 engineers, data architect, compliance specialist.

• research (6 weeks) · stakeholder interviews; workflow mapping across six systems; compliance requirement analysis.
• information architecture (8 weeks) · dual-CMS design; comprehensive wireframes; hierarchical structure for multi-level organizations.
• visual design (12 weeks) · enterprise design system; component libraries; white-label customization framework.
• user testing (8 weeks) · interactive prototypes; multi-stakeholder usability testing; regulatory expert validation.
• implementation (6 weeks) · third-party system integration; API orchestration; real-time data sync; white-label deployment.

Five architectural decisions:

• unified data architecture · single source of truth serving both agent and client interfaces with appropriate access controls and real-time sync.
• progressive disclosure · basic functions for new users, advanced analytics for experienced agents; same interface, different density.
• white-label architecture · platform designed for brand flexibility across partner customization without forking the core.
• automated workflow integration · compliance and onboarding embedded in the UI, replacing manual checks.
• role-based experience design · distinct but connected surfaces for agents, clients, administrators, with data flowing between roles by permission.

• 580,000+ policies managed on the platform.
• 760,000+ clients served.
• 12,000+ agencies / firms onboarded.
• $38B+ in assets managed.
• 53 product features delivered.
• 28 products supported across 2 companies operating on the same platform.
• White-label partnership secured · external market validation of the architecture.