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TPP

  • Client: Ebix

  • Product: TPP

  • Platform: Angular, Java

  • My Role: Sr. UX/UI Designer

  • Team Size 8 Members

  • Project Duration 6 to 8 Months

Tools we used

Pen paper Figma Figma photoshop illustrator Figma

The Product

The Policy Processor(TPP) accommodates all life insurance products, across all distribution channels. The application is integrated with a heterogeneous mix of on-house and third party systems.

The information is collected from both the end-customer and agent through web-based e-forms, as well as from external data sources for background checks.

The Policy Processor(TPP) provides a means of straight through processing of underwriting information for medically underwritten as well as jet underwritten cases.

The Goal

  • To create a highly scalable and configurable New Business and Underwriting solution
  • Case Management dashboard
  • Underwriting dashboard for case assessment and decision
  • Workflow management and configuration
  • Wizard-based administrative interface to configure new products

Problems/Challenges (Feedback from Users)

  • Application should be User friendly, easy to review the cases with less navigation
  • General layout, real-estate utilization and organization of information
  • Reduce clicks, scrolling and navigation to enable low-touch processing i.e. screen design needs to be in line with user tasks/intent use of the application
  • User role specific Dashboards and Summary screens
  • Ability to access different areas of application from the Dashboard
  • Flexibility in managing layouts to adapt to changing user needs
  • Ability to view data from external applications such as Risk scoring engine
  • Features to improve productivity such as Floating Notes widget, Automated Notes, Reminders, etc.
  • Ability to perform A/B testing and Analytics on user behavior
  • Improve tracking of data changes and user actions
  • Help users recognize, diagnose, and recover from errors

Outcome

  • Delivered user friendly application with various features
  • Rich user interfaces using Bootstrap
  • Adaptive and Responsive user interface
  • Web Content Accessibility Guidelines (WCAG) 2.1
  • Accessibility for Ontarians with Disabilities Act (AODA) compliance
  • Multi-column layout for utilization of real-estate and reduce vertical scrolling
  • Floating notes for taking notes without losing the context of the case
  • Use of Google Analytics and address search
  • Ability to perform A/B testing

Our UX Approach (Double Diamond)

We followed Double Diamond Process to address the existing issues in the product


TPP Design Process

Research phase

Discover the problem

  • Identify potential problems that underwriters might have when using the TPP application 
  • Collect data from users in a variety of formats, including Docs, PDFs, images, and spreadsheets
  • Met with the underwriters in-person for the interviews
  • We had brainstorming sessions based on the underwriter and stakeholder interviews

Define the problem.

The following steps were taken:

  • Sift through the data and concentrate on the key problems that the product seeks to address
  • List all underwriter pain points in a logical order
  • Classify all underwriter pain points by module
  • Take into account technical limitations before offering a solution

Develop solutions for the problem

  • Initially we designed the wireframes to finalize the solutions
  • Once solution is finalized, we created the visual mockups followed by branding guidelines.
  • After visual mockups are freeze we converted those in to functional prototypes by using bootstrap framework to implement in the real-time application.

Deliver the product

Before delivering the product we tested the application to meet the Usability goals, Branding guidelines, Alignments, Functional Correctness, Browser Compatibility, Device Compatibility, and Accessibility standards.

Design phase

TPP 5.0 Inbox

Inbox

TPP 6.0 Inbox

Inbox

New solutions we provided in the TPP 6.0 Inbox

  1. Left Navigation can minimize with the toggle icon
  2. Navigation model changed from Top to Left with iconic approach
  3. Global search is provided to get the quick data
  4. Inbox records can access in two views (List and Grid).

Inbox

Minimized Left Navigation

Left Navigation minimized with the toggle icon

Inbox

Inbox Card View/Grid view options

Grid view enables the user to see more information about each case.

Inbox

New solutions we provided in the Inbox approach -2

  1. Through Voice search, Underwriter can get the filtered case ID details.
  2. The related tabs of a selected Case is displayed as top navigation bar (Refer Case, Documents, Notes, etc.) which can be scrolled further.
  3. With mouse curser hover on the case, detailed summary of the case can be viewed.
  4. Based on the priority, each case is defined with a particular colour format.
  5. The Work Items related to the selected Case are displayed in the left navigation pane.

Inbox

Thankyou

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