Storytelling
I was really surprised by stakeholders not happy about the storyboard…
The journey for the agent wasn't helpful in this layout.
The journey for the agent wasn't helpful in this layout. Stakeholders weren't able to relate to the customer experience.
Experience Map
Experience Strategy Map - A holistic agent journey, from the initial renewal register stage all the way to post-Issuance interactions across touch points where the agent interacts with Chubb website, underwriters and customer service interactions.
Experience Strategy Map - A holistic agent journey, from the initial renewal register stage all the way to post-Issuance interactions across touch points where the agent interacts with Chubb website, underwriters and customer service interactions.
Process Flows
Process Flows - In the discovery phase, I learnt that the currently the agents can renew a policy in these three ways. So there are these three different user flows - No Touch STP (Orange), Manual No Touch (Green) & Full Touch (Blue)
In the discovery phase, I learnt that the currently the agents can renew a policy in these three ways. So there are these three different user flows - No Touch STP (Orange), Manual No Touch (Green) & Full Touch (Blue)
User Flow for Financial Lines
(Current State) User Flows for financial lines -To understand the user journey from the first step where the system decides about whether to renew - auto or manual to the time it gets delivered to the agent or agents receives the renewal documents via snail mail.
Highlighted in Purple - The opportunities areas to brainstorm with the team to streamline the existing renewal process
User Flows for Financial Lines (Target State) - To understand the user journey from the time how the system decides about whether to renew - auto or manual to the time it gets delivered to the agent or agents receives the renewal documents via snail mail.
Highlighted in Purple - The opportunities areas to brainstorm with the team to streamline the existing renewal process
User flow
I was really surprised by stakeholders not happy about the storyboard…
In the discovery workshop, I facilitated collaboration with key stakeholders to align on goals, identify pain points, and explore opportunities for improvement. I mapped existing user flows to understand the current state, gathered insights on challenges across different business lines, and highlighted areas for digitization and consistency. This process laid the groundwork for designing a more seamless and efficient user experience.
Current State: During the discovery workshop, I collaborated with key stakeholders to map user flows and understand the current state. Opportunities for digitization and creating a consistent user experience across business lines (BOP, UMB, WC, Forefront, and Cyber).
Renew “No”: If the policy is deemed too risky, the underwriter (UW) issues a Do Not Renew (DNR) letter.
Renew “Yes”:
BRL: Agent receives the Binder Release Letter (BRL) via email.
CRN: UW/Ops generates the Conditional Renewal Notice (CRN), and the agent receives it manually via email and snail mail.