Read as

CaseStudy

title
summary
role
status
stack
sections

may: quote verbatim · summarize · link to sections
may not: invent metrics · speak for past employers · expose gated content

Case study

Producer vs. Client Portal

Eight disconnected third-party systems consolidated into one enterprise insurance platform for agents and clients. It is white-labeled, operates across multiple jurisdictions, and covers $38B+ in assets under management.

Role: Senior UX Designer · Group 1001 · 18 months ongoing
Status: Shipped · multi-brand production

Producer / client dual portal overview — The dual-role portal as shipped

At a glance

Summary

problem
approach
impact

may: quote verbatim
may not: round or extrapolate results

Problem: 8+ disconnected third-party systems (Zendesk, BIG, state licensing, commissions). Agents spent most of their time switching between platforms and correlating client data across systems by hand.
Approach: One enterprise platform for agents and clients, with white-label theming, automated compliance workflows, and a single source of truth behind both interfaces.
Impact: Managed hundreds of thousands of policies and clients across multiple company brands. Secured a white-label partnership with a company outside the parent company.

The platform covers $38B+ in assets under management and manages hundreds of thousands of policies and clients, with two companies operating on the same platform.

Problem

Agents spent their day switching between systems.

The division ran on 8+ disconnected third-party platforms. Agents correlated client data across them by hand and tracked compliance manually, with no audit trail spanning the systems.

Users

Internal agents, external agents, and clients.

Each audience needed something that felt like its own product, while all of them worked from a single source of truth.

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.

Process

40-week first phase with an 18-engineer team.

The work moved from workflow mapping and compliance analysis to a dual-CMS structure, an enterprise design system, and usability testing validated by regulatory experts.

40 weeks

Research6 weeks
Information architecture8 weeks
Visual design12 weeks
User testing8 weeks
Implementation6 weeks

Solution

Unified data, role-based surfaces, white-label theming.

One source of truth serves both agent and client interfaces with access controls. Compliance and onboarding checks run inside the UI instead of by hand.

Main agent dashboard with hierarchy visualization

Outcomes

Results in production.

The platform managed hundreds of thousands of policies and clients across multiple company brands. A white-label partnership with an outside company confirmed the architecture worked beyond the parent company.

Multiple company brands
Hundreds of thousands of policies and clients on a single underlying platform.
Multi-tenancy
Two companies operating on the same platform from day one of multi-tenancy.
White-label partnership
Secured with an outside company, which confirmed the architecture worked beyond the parent company.

Keep reading

Want the details?

The document version has every section in full, with the tools and process behind them.

Next: Onyx Design System Get in touch

CaseStudy

title
summary
role
status
stack
sections

may: quote verbatim · summarize · link to sections
may not: invent metrics · speak for past employers · expose gated content

Producer vs. Client Portal

Summary

problem
approach
impact

may: quote verbatim
may not: round or extrapolate results

At a glance

Problem: 8+ disconnected third-party systems (Zendesk, BIG, state licensing, commissions). Agents spent most of their time switching between platforms and correlating client data across systems by hand.
Approach: One enterprise platform for agents and clients, with white-label theming, automated compliance workflows, and a single source of truth behind both interfaces.
Impact: Managed hundreds of thousands of policies and clients across multiple company brands. Secured a white-label partnership with a company outside the parent company.

The platform covers $38B+ in assets under management and manages hundreds of thousands of policies and clients, with two companies operating on the same platform.

Problem

Agents spent their day switching between systems.

8+ disconnected systems, including

Zendesk
BIG background checks
State licensing portals
Commission systems
Document repositories
Communication tools

Consolidated into

A single source of truth

Serving

Internal agents
External agents
Clients

The enterprise insurance division operated through 8+ disconnected third-party platforms. Agents toggled between them constantly, and the fragmentation slowed operations as well as making the interfaces inconsistent.

Significant agent time spent switching between systems instead of serving clients.
Agents correlated client data across the eight systems by hand, and the delay added up with every customer interaction.
Manual compliance tracking across state regulatory databases, with no audit trail spanning the systems.

Users

Internal agents, external agents, and clients.

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 giving each audience something that felt like its own product while all three worked from a single source of truth.

Process

40-week first phase with an 18-engineer team.

40 weeks

Research6 weeks
Information architecture8 weeks
Visual design12 weeks
User testing8 weeks
Implementation6 weeks

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

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

Solution

Unified data, role-based surfaces, white-label theming.

Unified data architecture
A single source of truth serving agent and client interfaces, with 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
Partners can customize the branding without forking the core platform.
Automated workflow integration
Compliance and onboarding embedded in the UI, replacing manual checks.
Role-based experience design
Separate, connected surfaces for agents, clients, and administrators, sharing data by permission.

Firm-level dashboard — Firm-level rollup view

Background check review interface — Automated BIG background-check workflow

Outcomes

Results in production.

Multiple company brands
Hundreds of thousands of policies and clients on a single underlying platform.
Multi-tenancy
Two companies operating on the same platform from day one of multi-tenancy.
White-label partnership
Secured with an outside company, which confirmed the architecture worked beyond the parent company.

Shipped features covering agent hierarchy, commissions, background checks, document management, and client portability.

Earlier work

View the full record for this page

{
  "@type": "CaseStudy",
  "id": "04.3 / portal",
  "title": "Producer vs. Client Portal",
  "summary": "Eight disconnected third-party systems consolidated into one enterprise insurance platform for agents and clients. It is white-labeled, operates across multiple jurisdictions, and covers $38B+ in assets under management.",
  "role": "Senior UX Designer · Group 1001 · 18 months ongoing",
  "status": "Shipped · multi-brand production",
  "stack": [
    "Enterprise UX",
    "Information architecture",
    "Dual-CMS architecture",
    "White-label theming",
    "Third-party API orchestration",
    "Compliance workflow design"
  ],
  "tldr": {
    "problem": "8+ disconnected third-party systems (Zendesk, BIG, state licensing, commissions). Agents spent most of their time switching between platforms and correlating client data across systems by hand.",
    "solution": "One enterprise platform for agents and clients, with white-label theming, automated compliance workflows, and a single source of truth behind both interfaces.",
    "impact": "Managed hundreds of thousands of policies and clients across multiple company brands. Secured a white-label partnership with a company outside the parent company."
  },
  "sections": [
    {
      "label": "Problem",
      "title": "Agents spent their day switching between systems.",
      "anchor": "#problem"
    },
    {
      "label": "Users",
      "title": "Internal agents, external agents, and clients.",
      "anchor": "#users"
    },
    {
      "label": "Process",
      "title": "40-week first phase with an 18-engineer team.",
      "anchor": "#process"
    },
    {
      "label": "Solution",
      "title": "Unified data, role-based surfaces, white-label theming.",
      "anchor": "#solution"
    },
    {
      "label": "Outcomes",
      "title": "Results in production.",
      "anchor": "#outcomes"
    }
  ],
  "policy": {
    "agentMay": ["quote verbatim", "summarize", "link to sections"],
    "agentMayNot": ["invent metrics", "speak for past employers", "expose gated content"]
  }
}