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Coalition
I redesigned the Coalition’s Broker dashboard system, working alongside product designers, ux researchers to make the insurance renewal process easier and effective. Conducted user research, ideated features, and built the prototype on Figma while communicating interface to developers.
Project Background
Coalition is the world's first Active Insurance provider designed to prevent digital risk before it strikes. By combining comprehensive insurance coverage and cybersecurity tools, Coalition helps businesses manage and mitigate digital risks. Coalition brings together in-depth technology, cybersecurity, and insurance expertise, applying real-time data to help organizations assess, prevent, and cover an emerging set of digital risks. My project focused on enhancing the dashboard system to solve contingencies and to make renewal processes easier for brokers by simplifyng the renewal process.
Timeline
2022 Summer
Role
Product Design Intern
Tools
Figma
Skills
Interaction Design, Product Strategy, User Research, Prototyping
BACKGROUND
INTRO
Problem
Currently brokers cannot see renewal status key dates, action required, or filter to renewals. Today the experience is driven almost 100% via email which contribute to the complex and time-consuming experiences for brokers.
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Pain Points
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Brokers have hard time finding renewal quotes as they are not easily differentiated from new business quotes
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Brokers can't see the renewal status so they are confused in what the next steps are to renew a policy
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Brokers have trouble finding information/resources because they are located in different pages
Understanding the context
How do renewals work at Coalition?
Coalition’s approach to insurance is active — proactively monitoring & alerting to keep your clients safe. This active approach also helps to streamline renewals. Our goal is to ensure your renewal experience is easy and straightforward.
Coalition’s renewal cycle starts 90 days prior to expiration, when we select one of two potential "Renewal Paths": Automatic Renewal, or Standard Renewal.
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Automatic Renewal
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Action Required: None.
Overview: The automatic renewal process is touchless. No work is required from you or your insured to renew.
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How it works: 90 days prior to expiration, Coalition will provide you with a quote of insurance, an updated Coalition Risk Assessment, and an updated loss run. The policy will then renew three weeks prior to expiration at the terms provided. Please note that many automatic renewals renew at premiums higher than expiring.
Eligibility: Policyholders with the following traits qualify for automatic renewal:
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Annual revenues less than or equal to the amount indicated in our email sent at the beginning of the renewal process
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Aggregate Policy limits up to $5M
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No Coalition claims
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The number of PII/PHI records AND the number of payment cards stored, processed, transmitted, or accessible is less than 500,000
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Appropriate security and risk controls as assessed through Coalition's Active Insurance Scanning
Standard Renewal
Action Required: Provide a signed and updated copy of the renewal application.
Overview: The Standard renewal process involves re-underwriting the policyholder based on updated information. We required an updated, signed renewal application to renew.
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How it works: 90 days prior to expiration, Coalition will provide you with a pre-filled renewal application, ransomware supplemental form (if required), updated Coalition Risk Assessment, and updated loss run. At least 60 days prior to expiration, any conditional non-renewal or non-renewal decisions will be communicated formally. At least 30 days prior to renewal, an updated quote of insurance will be issued. If updated application information is not provided, a preliminary quote of insurance will be issued based on expiring information 30 days prior to expiration. These terms are subject to change based on any updated information received.
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Eligibility: Policyholders ineligible for automatic renewal will go through the Standard renewal process.
For Standard renewals, this blank renewal application can be used.
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Automatic-Eligible
(need to confirm by day 45)
Solutions
Simplify the Renewal Process​
Removing redundant manual actions to save time + give an easier renewals experience
Improve Information Architecture
Empowering brokers to find useful information at one glance with the tools to track their process
Provide Clear 'Next Action' Information
Supporting brokers to tackle their tasks effectively and efficiently
My Learnings
Bringing visuals is helpful when sharing initial ideas with cross-functional partners.
By sharing low-fidelity explorations and visual references, I could better communicate with engineers, product managers, and UX researchers about the feasibility and timeline. Without visuals, people imagine different designs in their head.
Adjusting to constantly changing priorities set by company.
I had to reset the priorities based on the changing project timeline, user priorities, and business needs. Adjusting to new priorities and sharing them during meetings also helped me to be on the same page as other team members
Being pro-active, creative, and brave!
It was challenging to explore an area that has not been explored before. I reached out to cross-functional partners in and out of my team to get insights and feedback. Through this process, I was able to create new interactions and user flow, bringing new perspective to what the team can do with new design approaches verified by brokers in usability testings,
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My internship experience was filled with learning new things, meeting incredible people, and being bold and creative. I had the privilege of working with some of the most talented and kind-hearted people during the 12-week internship. I learned and grew so much as a Product designer.​ I would like to thank my mentor Erin for leading me to grow and expand my learnings from start to end!
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All of my work during the internship is under an NDA. Please reach out to me if you have any questions regarding my work.
