Quoting Experience Modernization — mobile-first, faster, clearer
I didn’t redraw screens; I redesigned momentum—fewer decisions, faster signals, and recovery that earns trust.
Snapshot
Start-to-quote conversion:
~75% Auto Insurance
~85% Home Insurance
Form quality:
Inline validation + clearer error recovery, 3rd party data availability
Design system:
Pattern library rolled into the tokenized design system
Speed feel:
Loading/polling + optimistic UI reduced perceived wait time
Project summary
Observation:
Consumers abandoned early: click-heavy steps, dense forms, and little feedback on mobile.
Insight:
Users responded better to smaller, clearer steps—they cared less about the number of steps than about how hard each one felt.
Intervention:
Broke large pages into smaller steps.
Optimistic UI reflects actions instantly while background work completes (with safe rollback).
Codified these patterns in the design system for reuse.
Impact:
Start-to-quote ~mid-70s (auto) / ~mid-80s (home); cleaner data capture; fewer error-abandon events; the flow feels simpler while capturing the same data set.
Experience highlights
Agent interface modernization: Mobile-first layouts, progressive disclosure, inline validation, and a micro-interaction layer to reduce friction.
First-of-its-kind bundling: Single-form auto + home quoting—unified data entry and pricing logic to eliminate duplicates and speed submissions.
Design system: Tokenized components + docs + governance → reuse ↑, defects ↓, delivery faster.
UX research: Hotjar user recordings, prototype/usability tests, analytics reviews; insights captured in decision memos that shaped roadmap bets.
Contact strategy: Coordinated SMS/email/phone journeys mapped to funnel events with compliant timing and easy opt-outs.
Role: Head of Product Design
End-to-end flow, interaction patterns, systemization.
Collaborators:
PM, Eng, QA, Call-center Ops (contact journey), Data/Analytics (funnels, test design).
Quoting experience design before reimagining.
Screens
