SEGFY
Reformulation of the platform's main module with a focus on task automation to speed up processes
TEAM
SOFTWARES
and others
CONTRIBUTION
Lead redesign project (end-to-end)
Launch of the new platform: Segfy+
The problem
Service time and maintenance lead: difficulty in growing sales
Low efficiency of notifications: errors, non-existence, poor communication
Insurance brokers need to maintain their contracts daily and negotiate contract conditions with the client. These processes are time-consuming and require attention to dates and information exchange.
1. Diagnosis
User interview;
Cutomer success interviews;
User research;
Current product review.
The strategy
2. Definition
Table of pains and opportunities;
Persona - Insurance broker;
User Flow;
User journey.
3. Ideation
Co-criation - How Might We?
4. Specification
List of requirements;
List of automations;
Navigation flow;
Prototype.
5. Validation
User tests.
For an effective solution, the strategy was based on design thinking and focused on detailed and robust research, in addition to contact with multiple stakeholders. The solution was focused on automation and agility in the process of maintaining insurance brokers' tasks.
User interviews - qualitative research
Customer success interviews
Development
1. Diagnosis
User interview - quantitative research: 87 interviewed
Current product review
2. Definition
Table of pains and opportunities
Persona: insurance broker
User Flow:
Insurance dependency
Low automation
Incomplete cycle
User journey:
Automations
User sentiment
Cyclical process
3. Ideation
Co-creation:
How might we?
Insights
Diverse views
4. Specification
Organization of ideas: list of requirements
Navigation flow - specification of Automations
Lead cycle
Lead flow
List of automations:
Time measurement
Priorities
Product team
Interface design:
Navigable prototype
Style guide
Atomic design
Solution validation: Usability testing
During the research, flaws and pain were found in the process of maintaining contracts by insurance brokers. It was also possible to understand that maintenance is a cyclical process and that, with some system automation, we could offer much more agility to users.
Close contact with stakeholders in the development area made it possible to develop a viable solution and establish priorities for what would be developed, in stages. Users were essential for the correct understanding of their needs, from the beginning of the research to the end of the solution.
Result
The result was an intuitive system, automatic in many stages, preventing human errors, as well as being much more agile for users' daily lives.
A few months after implementing the system, the startup that owns the Segfy+ system obtained an important investment from a large insurance company in the country.