Situation
As the UX leader at RLI Insurance, my responsibilities included developing a customer experience vision and strategy for the company’s technologies. To keep up with competitors and meet customer expectations, the company aimed to build a suite of AI tools that would automate the quoting process and deliver customized experiences. These tools would need to be white-labeled to enable broker-specific branding and use low-code tools so that technology teams could focus on higher priority tasks.
The first tool in this suite would be an online insurance quoting tool that helped customers understand policy options. This tool would allow for data collection and qualification prior to speaking with a representative.
Actions
I worked with the company’s innovation team, technology teams, and business teams to establish a no code environment, design the new quoting tool, and implement it within the new environment.
Establishing a low code environment
- Evaluated multiple low-code software options
- Provided recommendations for technology selection
- Learned to use the newly selected tool and trained others on how to use it
Developed the UX Design of the new quoting tool
- Audited the existing quoting process and gathered information on both end user and back end tasks
- Identified data requirements, including necessary data and business rules for decision making
- Developed screens for multiple scenarios and customer variations
- Built and iterated clickable prototype of quoting tool
Implemented the quoting tool within the low code environment
- Built the quoting tool within the low code environment based on the newly created designs
- Implemented logic and business rules based on functional requirements
- Worked with technical team to integrate newly created API into the quoting tool
Results
- Quoting tool was deployed in no-code environment
- No code environment was available for use in subsequent AI applications