Background
Polywizz is a B2B2C Platform as a Service that empowers both sales teams and customers by demystifying the insurance landscape. Polywizz automatically gathers and analyzes customer pension and insurance portfolios, gaining insights into their needs and purchase potential. This data-driven approach arms sales teams with the knowledge to identify the most receptive customers and tailor the most relevant products, leading to increased sales and customer satisfaction.
Tools used
MY ROLE
User and Competitor Research
Information Architecture
User Interface (UI) Design
Marketing Designer/collaborator
While confidentiality (NDA) restricts certain specifics, I'm excited to delve into the heart of this project within the bounds of what I can share
Screens shared might be from early design stages
Background and Challenge statement
Polywizz was a journey into uncharted territory, and like any ambitious adventure, it wasn't without its obstacles.
Here are a few key challenges we faced and how we, as a team ,conquered them:
1. Deciphering the Insurance Enigma
As the insurance landscape is notoriously complex, riddled with jargon and opaque structures.
2. Bridging the UX-Insurance/sales gap:
We quickly realized that the platform's success hinged on meeting the needs of both users, streamlining workflows for agents while empowering customers with information.
3. Taming the Data Beast:
Polywizz's strength lies in its data-driven insights. But presenting complex data in a way that's clear and actionable was no easy feat.
4. Building Trust in the Unknown:
Introducing a new technology into the established world of insurance required building trust with both agents and customers. transforming the complex into the clear, the opaque into transparent.
On the path to solution
My journey with Polywizz was clearly more than just a project Here's a breakdown of how we tackled the challenges, turning obstacles into stepping stones towards a user-centric triumph.
Demystifying the Insurance Enigma
Process:
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Collaboration with Insurance Experts: We formed a tight-knit team with insurance specialists, conducting joint workshops and brainstorming sessions to decipher the lingo. This insider knowledge proved invaluable in translating insurance jargon into clear, user-friendly language.
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Interactive Tutorials and Visualizations: Complex data needed a makeover. We crafted interactive tutorials and intuitive dashboards, employing engaging visuals and storytelling techniques to make insurance concepts easily digestible.
Bridging the UX/Insurance Gap
Process:
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Deep User Understanding: User interviews, shadowing sessions, and constant feedback loops with insurance agents revealed their pain points and frustrations. This empathy guided our design decisions, ensuring the platform resonated with its primary users.
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Iterative Prototyping and Testing: We embraced a "test and refine" approach. Rapid prototyping allowed us to quickly iterate on design concepts, getting live feedback from agents and incorporating their suggestions early and often.
Balancing Personalization with Scalability
Process:
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User Segmentation and Dynamic Dashboards: One-size-fits-all wouldn't do. We implemented user segmentation based on agent profiles and experience levels. This allowed for dynamic dashboards that tailored data presentations and recommendations, ensuring a personalized experience while maintaining a scalable backend system.
Making Data Sing
Process:
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Visual Data Storytelling: Gone were the days of dry spreadsheets. We transformed data into compelling narratives, employing interactive graphs, color-coding, and storytelling techniques to guide agents towards actionable insights. This visual clarity empowered agents to make data-driven decisions with confidence.
Bonus: Mapping the User Journey with Board Input
Navigating the intricate user journey in Polywizz required careful orchestration. Here's how we handled it:
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Flow Mapping Workshops: We collaborated with the board, incorporating their strategic vision while simultaneously prioritizing user needs. Interactive flow mapping workshops charted the ideal customer journey, ensuring a seamless and efficient experience from onboarding to closing deals.
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Balancing User Delight with Business Goals: Finding the sweet spot between user delight and business objectives was crucial. We iteratively refined the user flow, ensuring each step resonated with agents while aligning with the board's strategic goals.
Results
Polywizz wasn't just a project; it was a revolution in insurance accessibility.
As a UX designer, I witnessed firsthand how the user-centric approach transformed both the lives of insurance agents and the company itself.
Some highlights of what happened next:
Award-Winning Innovation:
The impact was undeniable. Polywizz's intuitive platform and data-driven insights earned the coveted 2021 Innovation Award,and recognition as one of the top 73 Israeli startups for 2021, a testament to its groundbreaking approach.
Reduced Helpdesk Headaches:
Before Polywizz, agents were bogged down by confusing customer queries, often spending hours deciphering complex portfolios. PolyWizz’s solution changed the game.
By providing agents with a clear picture of each customer's needs, Polywizz streamlined the support process, leading to a 20% reduction in helpdesk calls.
This freed up agents' time, allowing them to focus on building relationships and closing deals.
Subscription Surge:
With Polywizz, agents weren't just answering questions; they were equipped to identify the perfect insurance solutions for each customer. This data-driven approach resulted in an increase in subscriptions, proving that understanding customer needs leads to happier clients and a healthier bottom line.
Facing the Challenge:
Navigating the uncharted territory of insurance was no easy feat.
We faced challenges like complex data systems, unfamiliar terminology, But, through close collaboration with the team, we tackled each hurdle head-on.
We learned to translate technical jargon into clear user interfaces, built trust with stakeholders, and constantly iterated based on user feedback.
Lessons Learned:
This journey taught me invaluable lessons about working with ultra-complex systems.
I learned the importance of empathy, understanding the needs of both users and stakeholders.
Rediscovered the power of collaboration, breaking down silos and working together to achieve shared goals.
And most importantly, I learned the transformative potential of user-centric design, even in the most challenging of environments.
Polywizz wasn't just a project; it was a masterclass in user-centric design. It's a case study that proves that by putting the user first, we can not only simplify complex systems but also drive innovation, growth, and success.
And that, for any designer, is a reward worth celebrating.
Below: Screens from early stages of design and ideation process (from what I can present)
