Customer Insight & Interaction Design
Century Insurance Group is a specialty lines insurer writing commercial property & casualty insurance for niche U.S. markets. Century depends on independent agencies to write and help maintain policies, so it's critical to provide those agents with highly usable tools that make it easy to do business with them.
We worked with Century to establish requirements and user interaction guidelines for a comprehensive agent intranet incorporating multiple sub-systems under a common look and feel. We conducted focus groups with agents to help establish requirements and user interaction guidelines; then, we designed the first sub-system—an agent-facing application for online quoting—to provide styles and patterns for future systems developed by Century.
Independent agents hailed the designs as much faster and easier to use, and were ecstatic about the level of autonomy and flexibility they provide.