Situation
At RLI, the complexity of managing multiple policies and brokers posed a significant challenge in accessing critical information, updates, and other key items efficiently. Brokers needed a centralized portal that could securely provide access to policy details, company news, and other relevant information tailored to various stakeholders.
Action
To address these needs, I led the development of a comprehensive UX strategy for RLI’s customer portal, built using Adobe Experience Manager. My responsibilities included:
- Vision and Strategy Development: Crafting a clear vision and strategic roadmap to guide the portal’s evolution.
- Backlog Management: Setting up and managing a process to prioritize a backlog of ideas, ensuring alignment with business objectives and user needs.
- Requirements and UX Design: Building detailed requirements and user stories for portal enhancements. Collaborated with stakeholders and users to refine ideas and create intuitive UX designs.
- Implementation and Testing: Working closely with technical teams to implement features and conduct thorough testing to ensure functionality met all expectations.
- Analytics and Optimization: Post-launch, I analyzed user interactions and portal performance to continually optimize and improve the portal’s effectiveness.
Results
The revamped customer portal significantly improved brokers’ ability to access necessary information swiftly, leading to an increase in policies written and enhanced satisfaction among end customers. The portal’s success has been marked by its ability to meet diverse needs across multiple brokers and companies, streamlining operations and boosting overall efficiency.