Following TAL's acquisition of Suncorp’s Income Protection and Life Insurance portfolio, TAL aimed to create a product that catered to customer needs and aligned with Suncorp’s branding and segmentation. The challenge: Deliver both the MVP and the future state experience in just 6 months.
Insurance - Navigating An Unfamiliar Domain
Initially, I was unfamiliar with the insurance sector, especially the intricacies of quote funnels. I had to learn fast.
Aligning to Suncorp Design System
While Suncorp provided us with a design system and a motor insurance quote funnel to adhere to, our teams were uncertain about its integration compatibility with the backend systems that TAL employed to deliver the product.
Tackling Quote Complexity
The journey to qualify for an income protection quote demands users submit a wealth of information. The detailed nature of this process can deter many, leading to substantial drop-offs as they navigate deeper into the funnel.
I had to manage expectations and deliverables across multiple groups: my agile team, the new insurance product team, marketing teams, and our external partner, Suncorp. Given the insurance team's unfamiliarity with digital product delivery, they needed more than our standard agile offerings.
Immersion: Quote Funnels
In the initial months, I partnered with my design lead to establish essential business relationships, ensuring a successful MVP delivery. I conducted a comprehensive analysis of the Insurance Line quote funnel, preparing us to update it for the new IP product designed for Suncorp.
The initial deep immersion helped me segment the sections for phased rollout: 'Eligibility', 'Quick Quote', 'Underwriting', 'Review Application', and 'Confirm & Pay'.
Collaborating with dev team
While the phased sections streamlined user steps, we faced frontend technical limitations. I consistently collaborated with the dev team to explore alternatives and strike a balance in displaying user progress.
Showcasing to stakeholders
To accommodate our swift development pace, I educated internal teams unfamiliar with agile delivery on our approach using key screens. In weekly roundtable meetings, I highlighted team progress and upcoming deliveries.
Dev team hand off
For each delivery phase, I created wireframes on a secure URL, accessible to our dev team and Suncorp partners for feedback and approval.
I ensured our dev team implemented components in strict alignment with the Suncorp design system through regular quality checks in staging and by submitting update tickets.
The team made the delivery deadline and managed to produce brand alignment with Suncorp.