A modernized insurance quoting platform for a leading healthcare provider, built on an enterprise design library.
*Some content has been redacted due to PII and confidentiality.
01 — Context
02 — Discovery
I shadowed 5 product support administrators through a full quoting cycle, watching for the specific moments they paused, sighed, or tabbed away from the platform entirely — those tab-aways were the map of what was broken.
Then I put numbers to it: the operational KPIs everyone already tracked — time-to-quote, pend resolution time, abandoned-quote rate — and a screen-by-screen audit of the legacy UI, mapping every input and output to the surfaces that would have to change.
03 — Problem & Alignment
Whiteboarding the quoting cycle end-to-end with the product support administrators, we converged on the five surfaces causing the most drag.
The complaints were consistent across everyone: a dense legacy UI, slow page loads, no visual hierarchy on the dashboard, pends scattered across screens, and form errors that only surfaced on submit. The people living with it were brokers generating group quotes, underwriters creating pends, and internal operations managing reference data.
Working within compliance rules and the enterprise design system, we set a deliberately plain goal: modernize, consolidate, and streamline the quoting platform.
04 — Strategy & Product Plan
The bet: the wins would come from clarity, not cleverness — cut turnaround and pend-resolution time by making the quoting process legible at a glance.
What "good" meant:quotes turned around faster, fewer pends created in the first place, and brokers who'd actually recommend the tool — tracked through the existing KPIs and post-launch instrumentation rather than a headline percentage.
The scope: modernize five critical surfaces — Dashboard, Summary, Pends/Notes Center, Form Input, and the Administrative Tables — entirely within the enterprise design system so nothing became a bespoke maintenance burden.
How we kept it honest: weekly reviews with SMEs, a moderated usability session on each surface before handoff, and instrumented dashboards after launch.
05 — Takeaways & Outcomes
We shipped modernized versions of all five surfaces, and the KPIs we'd been watching — turnaround time and pend creation — moved in the right direction. The Pends/Notes Center pattern was picked up by adjacent enterprise tools after launch, which is the outcome I'm proudest of.
What I learned: in enterprise modernization, the temptation is to be inventive. The muscle-memory users actually rewarded restraint — consistency and a clear hierarchy did more than any clever new interaction.
Before & after
Each surface, old versus modernized. Tap the arrow to flip between them, or tap any screen to open it full-size.