SAMx One

Role

UX Engineer

Timeline

~10 months

Tools

Figma, FigJam, enterprise design system, Visual Studio Code, MongoDB

Team

1 designer, 11 engineers, 1 product owner, 5 product support administrators

I shadowed 5 product support administrators across a full quoting cycle, capturing the moments where they paused, expressed frustration, or tabbed away from the platform entirely.

Alongside the shadowing, I examined existing dashboards and operational KPIs — time-to-quote, pend resolution time, abandoned-quote rate. I audited the legacy UI screen-by-screen, mapping every input and output to the surfaces that would need to change.

I whiteboarded the quoting cycle end-to-end with product support administators; we converged on the five surfaces causing the most drag.

The pain points were consistent across users: a dense legacy UI, slow page loads, no visual hierarchy on the dashboard, pends scattered across screens, and form errors only surfaced on submit. The people affected were brokers generating group quotes, underwriters creating pends, and internal operations managing reference data.

Aligned with compliance and the enterprise design system, the goal was: modernize, consolidate and streamline the quoting platforms.

Focused outcome: cut turnaround time and pend resolution time streamlining the quoting process.

Target metrics: 30% reduction in turnaround time, 25% reduction in pends created, NPS lift among brokers.

Design plan: modernize 5 critical surfaces — Dashboard, Summary, Pends/Notes Center, Form Input, and the Administrative Tables — within the enterprise design system.

Feedback loops: weekly reviews with SMEs, moderated usability sessions on each surface before handoff, instrumented post-launch dashboards.

Shipped modernized versions of all five surfaces with measurable wins in turnaround time and pend creation rate. The Pends/Notes Center pattern was adopted by adjacent enterprise tools after launch.

Lesson: in enterprise modernization, respecting consistency and intuitiveness beats legacy systems requiring muscle memory — the wins came from clarity and transparency.