Pathpoint
Initially contracted through Upperstudy, I joined as the first designer and played a strategic role in defining a modern paradigm for getting insurance.
After 3 years, the business scaled to offer 5 products in 7 verticals and was growing MAU by 17% MoM and gross premium by 16% MoM for 2022. Here are a few things I worked on.
Scaling a complex insurance transaction
Increasing speed to profit by giving agents autonomy with a simplified experience
Pathpoint streamlined the application form for insurance quoting and aimed to do the same for binding an insurance option to support the next step of the policy purchase. The challenge for users was that the traditional process was slow, causing delays in getting their clients coverage and affecting productivity and profits.
As the lead designer through three iterations, I was key to identifying user needs and balancing regulations with business goals while stakeholders rotated out of the team.
We launched a self-serve workflow for users that scales as Pathpoint expands its insurance products and is flexible enough to meet the different vertical requirements. As a result, operational efficiency increased, reducing time to obtain coverage from several days to a single day with the help of automation and standardization.
Contributions
End-to-end design
Design scoping
System design
Research
Remote team
Product manager
Engineers (2)
Ops
Sales
Classifying a business confidently
Uncovering user needs to win a supplier's trust
A top-rated supplier raised concerns about letting users classify their clients, which became a blocker to completing an integration and product release. Users struggled with classifying businesses correctly, leading to delays in client deliveries and disruptions in Ops workflow due to misclassifications.
In 5 weeks, we introduced class code descriptions in the class of business page within the multi-step insurance form. This lead to a 40% reduction of support tickets while the also strengthening Pathpoint's reputation as a leader in user-friendly solutions within the industry.
Contributions
End-to-end design
Design strategy
Research
Remote team
Product manager
Engineer