Policy Crusher® — modern agent software for quoting, cross-sell, and CRM

Watching agents quote customers, I saw the same friction points repeat—too many clicks, complicated forms, and little to no UI feedback. My goal wasn’t to redesign the screens; it was to design a smoother way to work.

Project Summary

Observation:

Click-heavy steps, dense forms, and silent waits created hesitation.

Insight:

The problem wasn’t effort—it was confidence. We needed fewer decisions per step and timely feedback to keep momentum.

Impact:

Enterprise SaaS platform that now quotes ~$16B in premium annually; cleaner agent workflows; one agent called the software “a delight to use.”

Intervention:

Design the seams: progressive disclosure to trim inputs, inline validation to prevent errors, optimistic UI with background polling and safe rollback, and recovery paths that never dead-end.

Role: Head of Product Design

Scope: discovery, IA, flows, interaction design, prototyping, analytics instrumentation, experimentation cadence, front-end development, UX research, design system governance.

Experience highlights

  • Agent interface modernization: Progressive disclosure, inline validation, and a rich micro-interaction layer (loading/polling, optimistic UI, cart pattern) to reduce perceived latency and friction.

  • First-of-its-kind bundling: Single-form auto + home bundle quoting for agents—unified data entry and pricing logic to eliminate duplicate fields, streamline cross-sell, and speed bind-ready submissions.

  • Design system: Tokenized components + docs → reuse up, defects down, delivery faster across pods and co-branded sites.

  • UX research: Discovery interviews, prototype/usability tests, and analytics reviews synthesized into decision memos; steady cadence of insights driving roadmap bets.

  • Contact strategy: Coordinated SMS, email, and phone journeys with compliant timing and opt-outs.

Policy Crusher login. I wanted to set the tone right from the start with the only aesthetic image in the software.
The agent dashboard is meant to be the home base for an agent during their day. Displaying their monthly goals and their progress towards them, leads that they are working and any tasks or alerts they've setup.
The agency manager view gives a detailed look into each individual agents performance over a variable timeline.
Lead details is the overview of all the activity of a customer. It contains easily scannable information about potential and current policies, all communications and a detailed history of all actions taken by the lead, system or agent.
The policy details page dives deeper into a specific policy with all the relevant information for that product. The history section filters down into only the actions relating to that policy type.
The policy crusher is the application for getting an insurance quote. The right side of the window contains information the agent might use during the call including program details, cross sell opportunities and the leads local weather. The interfa
Custom reports can be created and saved here. All the possible fields are able to be selected and a sample of the report is displayed before the user runs the actual query.
Sendy McSendface is the automated email program within Policy Crusher. Criteria across a number of possible metrics are able to filter the list down. From there further segmentation is available with a live updating subscriber count on the right.
Action Jackson is automated action scheduling program. Business specific rules can be created and scheduled for a variety of tasks.