Digital Forms and eRequests
Streamlining financial adviser requests to accelerate policy applications through digitalization
Summary
This project examines the implementation of digital forms and self-service eRequests for advisors. The initiative aims to centralize case submissions, automate routine tasks, and reduce manual effort.
There were 6 main request flows included within the scope of work.
Withdraw applications: advisers can now initiate application withdrawals and enjoy straight through processing
Extend deadlines: advisers can help their clients extend application deadlines easily
Upload documents: advisers can quickly submit follow up requirements for their clients’ applications
Rebill: advisers can quickly help to trigger rebill requests for their client’s payments
Hold/release deductions: advisers can quickly help to hold/release payment for clients
Preliminary Underwriting: first in the insurance industry, advisers can now help to conduct preliminary underwriting checks for their clients.
Tools
Figma, Jira
Team Structure
UX Designers, Product Owners, UX Writers, Delivery Lead, Frontend + Backend Developers, QA Testers
Tools
Figma, Jira
Problem Statement
We need digitized solutions to reduce adviser support requests within the New Business operational teams and speed up adviser-client interactions.
Solutioning Process
Perusing the Double Diamond Framework, this case study is split up into 4 major iterative processes.
The tangible key outcomes were defined as
Efficiency: Eliminate approximately 20K (annual volume) of requests via hotline/email. To reduce hours of manual administrative work by automating request archival, policy retrieval.
Speed, Frictionless: Accelerate overall turnaround time for all processes to same-day, straight-through processing.
As the eRequests forms would be housed on the advisory management portal, we reused some of the research done for the policy management portal to understand our users. We also employed existing design principles set across platforms to tweak them to fit into this user journey
Painpoints
Extended processing durations due to manual procedures lead to diminished service quality from advisors to their clients, causing client frustration.
Advisors and clients face challenges in accurate data entry, leading to potential errors and inconsistencies in application submissions, requiring manual fixes
The reliance on manual methods restricts accessibility for advisors who may need to manage applications remotely, impacting their ability to provide timely assistance to their clients.
Manual handling of requests results in the lack of real-time updates - so advisers and clients alike are not kept aware of the status of their applications as soon as possible.
Users
Personas derived during the overall policy management portal research was repositioned to suit the use cases for these initiatives. The overall personas were maintained, and how the painpoints could potentially be addressed by these segments of users were defined.
Hustler Eugene Lim
New Financial Consultant 28, M
PROFILE
New joiner with a small clientele, highly motivated to meet people and do sales only with little to no need of policy servicing (yet). Wants to learn the ropes quickly and make a lot of money
GOALS
Eugene aims to efficiently manage a high volume of new applications and follow up with customers promptly to build trust and satisfaction.
Wondering Daisy Tan
Financial Consultant Manager 34, F
PROFILE
High performer juggling between managing a team and advisory work. . Dipsy has her own system and ways of working that has helped her to become successful, but is open to new innovations and methods
GOALS
Daisy needs to manage high volumes of client requests for both herself and her team. She would like the most efficient ways to do so
Fussy Wendy Koh
Master Financial Consultant / Director 48, F
PROFILE
Wendy’s successful, structured, and resistant to change, preferring familiar methods over exploring new approaches.
GOALS
These advisers need to efficiently assist their large clientele and uphold high service standards by promptly addressing new product purchases or applications.
Results
60K Request Submissions
670 Operational Hours Saved
Reduced turnaround time from 3 days to 3 minutes
Flow Example
Taking into consideration specifically the Upload Documents flow, we can see the impact of the design on the digitization of its manual process.
Initial Design
→ Single card view per document upload on a single policy basis
→ Focused on sticking to previous design system convention, focusing on each document requirement at a time
→ Provides for a clear progress tracking - aim was to allow adviser to focus on one task at a time
→ However, based on our initial findings with advisers, we found that they prioritise speed and efficiency/productivty
Iterated Design
→ Table view allows for quick scanning through the requirements
→ Facilitated easy decision-making with regards to quickly uploading outstanding requirements
→ Clear status per requirement helps advisers to keep track of their workflow
→ Policyholder and dependant tabs help to segregate what is needed for each client.
