Internal Tools // Liberty Mutual
User Problem
Time is money for agents selling insurance policies
Weighing the risk and reward of a complete redesign
The efficiency and effectiveness of Liberty Mutual’s sales agents in generating insurance policies has been severely hindered by outdated software and a prolonged reliance on temporary solutions.
Discovery Stage
UI / UX Audit
Define Stage
Data & Research
Design Stage
Platform Prototyping
Deliver Stage
CS Feedback & Training
Final designs
Instant impact and rave reviews
After months of onboarding and training, our redesign was a success. We accomplished our main goal of reducing average handle time (AHT), which in turn saves Liberty Mutual thousands of dollars a minute.
Single viewport
Bundling policies or accessing help center resources resulted in opening multiple windows to transfer information and ultimately do the job.
Flexible entry
Information intake has evolved from strictly linear to a flexible process, that now aligns with the customer's preferred method of communication.
Effortless cross-sell
Bundling Home or Motorcycle with a Renter policy, required repeat entry of customer information.
Reduced intake
We simplified the amount of questions asked by eliminating unnecessary and non-rate impacting questions.