Situation
As the UX leader at RLI Insurance in 2021, I was responsible for developing a customer experience vision and strategy for the company’s technologies. To stay competitive and meet customer expectations, RLI aimed to build a suite of AI tools to automate the quoting process and deliver customized experiences. The first tool in this suite was an online insurance quoting tool designed to help customers understand policy options, collect data, and qualify leads before speaking with a representative. This tool needed to be white-labeled for broker-specific branding and built using low-code tools to allow technology teams to prioritize other critical tasks.
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 its use.
Developing the UX Design:
- 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 a clickable prototype of the quoting tool.
Implementing the Quoting Tool:
- Built the quoting tool within the low-code environment based on the newly created designs.
- Implemented logic and business rules according to functional requirements.
- Collaborated with the technical team to integrate the newly created API into the quoting tool.
Results
This initiative not only streamlined the insurance quoting process but also laid the groundwork for future AI applications. Results include:
- Deployment: Successfully deployed the quoting tool in a no-code environment.
- Efficiency: Enabled broker-specific branding and customization.
- Scalability: Made the no-code environment available for subsequent AI applications, allowing for rapid development and deployment of future tools.