The Problem

Context & Challenges:

• Brokers reported frequent inefficiencies: difficulty finding client records, confusion navigating nested menus, and underutilization of commission data.

• Analytics showed high drop-off rates at certain navigation points and low usage of analytics dashboards.

• These usability issues slowed down broker workflows, reduced productivity, and may have contributed to user frustration and error.

Why It Mattered:

• Time spent navigating or searching for client data translated into lost productivity for the firm.

• Poor visibility into commissions and client data limited brokers’ ability to make data-driven decisions.

• A design system did not exist, so UI consistency and scalability were problematic.

Research & Insights

Research Methods:

• Conducted user interviews with ~6–8 brokers to understand pain points, workflow, and data needs.

• Analyzed analytics data (user flows, drop-off, session times) to identify where users struggled most.

Key Findings / Insights:

• Brokers repeatedly cited that nested navigation made it difficult to access "commissions" and "client analytics" quickly.

• Many users didn’t realize certain data dashboards existed — or didn’t trust the data presentation.

• Users needed “quick-glance” overviews (e.g., commission trends, quotes in progress) and also deeper drill-down on client-level data.

Ideation & Design Process

Wireframes & Prototypes

• Started with low-fidelity wireframes to sketch out layouts and flows.

• Iterated into high-fidelity mockups, introducing dashboard widgets, charts, and tabbed navigation.

• Designed a data-visualization system: bar charts, trend lines, tables — with filters and drill-downs.

• Applied a design system (new or existing) for consistent typography, spacing, and components.

Information Architecture & Navigation

• Based on insights, I created a revised IA — flatter, more intuitive hierarchy, with top-level navigation for core broker tasks (Clients, Quotes, Application, Renewal).

• Developed navigation flows in Figma to simulate broker journeys (e.g., “view commission summary → drill down to client-level” or “create quote → track status”).

Testing & Iteration

• Conducted usability testing on the high-fidelity prototype with 10 brokers.

• Key feedback included:

  • The new navigation was more intuitive.

  • Dashboard feels related and easy to glance through.

  • Drill-down charts were useful, but too many filters initially confused users.

  • Some users wanted a “favorites” or “quick access” section for frequently viewed clients .

• Based on feedback, I iterated: added recent clients card and simplified filter UI.

Final Solution

Visual Design Highlights:

• A clean, personalize dashboard with AI-driven data: Quick tasks, Recent Clients, Billings, Commissions, Latest News.

• Interactive charts: commissions over time, top clients, quote notifications.

• A redesigned navigation bar: clearer terminology, clear categories and icons.

• Responsive design — works across desktop and tablet.

Information Architecture:

• Flat but well-structured IA that reduces clicks to key tasks.

• Quick access shortcuts for frequent broker tasks.

• Drill-down paths for in-depth data exploration.

Outcomes & Impact

Quantitative Results and Feedback

• 48% reduction in time to reach client summary

• 25% faster onboarding brokers

• 20% reduction in navigation-related quoting and application

• Brokers reported they felt more confident making decisions with AI-data driven

• Stakeholders praised the design system for enabling more consistent UI across the portal.

• The “Quick Access” feature was particularly valued by power users for speeding up workflow.

Reflection & Learnings

Nothing is perfect — there are always opportunities to improve.

What went well

• Collaborative involvement with research and engineering led to feasible, actionable designs.

• The data visualization resonated strongly with brokers — they felt more informed.

• The new IA dramatically reduced navigation complexity.

Challenges

• Balancing simplicity (for new users) with depth (for power users) was tough.

• Some filters in Book of Business were still confusing after first iteration

• Stakeholders political feedback was a bit road blocker