Protective Life
Protective Life is an insurance company headquartered in Birmingham, AL. They have helped people achieve protection and security in their lives for 117 years through life insurance and financial planning services. Protective Life partnered with LunarLab to reimagine how their insurance agents sold and serviced annuity products.
Project Details
Company Type
Corporation
Industry
Insurance
Product Type
Responsive Web App
Services
UX Design, UI Design, Research
Deliverables
High Fidelity Designs, Design System, Interactive Prototype
Design and Product Strategy Workshop
We kickstarted the project with a product design & strategy workshop, where we identified the key goals and outcomes of the project:
- Streamline the ability for advisors to find and use the correct annuity forms
- Create an experience that is both fast and accurate, while giving Protective a competitive edge in form modernization
- Streamline advisors’ ability to service annuity products
- Improve how advisors receive notifications
Research Findings
We conducted qualitative research to better understand how our new designs might be improved even further. We learned:
- That advisors waste a lot of time downloading (sometimes incorrect) forms, which results in a lock of back-and-forth with customers.
- To improve findability, we recommended clear, concise titles, a summary of the form’s function, as well as an expiration date to inspire confidence that the advisor has found the correct form.
- Most advisors only sell a couple of products, and therefore only need access to a handful of forms.
- We recommended features like Saved Forms, and Recently Used Forms to supercharge an advisor’s ability to service the products in their portfolio.
- Advisors are inundated with Notifications and have a hard time customizing them.
- We redesigned the Notification Center into logical groupings by product to better allow advisors to locate the notifications they need.
We also recommended additional improvements like the ability to download forms in bulk, adding a product filter to the forms, and improving the overall layout of the Forms page to aid readability.