Experience allowed my team and I to design and build an entirely new lead distribution tool in about a month, just in time for Open Enrollment season.
A new health insurance Agent Leads tool was needed to distribute leads to off-site agents. A new staff of local agents were gathered to support these prospects during the busy Open Enrollment season. This would be a new sales channel experiment.
Our team had just over a month to design, build, test and implement this system, and it had to be desktop and mobile ready.
Client
Priority Health
Date
November 2019
Business Goals
- Distribute leads to local agents quickly
- Allow agents access to their lead information in the office or on the go
- Lead progress reported by Agents
- Give the management team visibility to the leads, so they can support the agents, and reassign if needed
- Reporting
Additional Goals
- We suggested that they also want a way to monitor the quality of the lead information coming in.
- Fast timeline
- Tight budget (this was a new process prototype)
User Goals
- Passive notification of new leads
- Fast and easy status updates (low to no paperwork)
- Access to lead information on the go
Strategy
We wanted to build an extremely light tool, with minimal screens, and easy to use features. The agents, and their personal sales processes, were an unknown (staff was not available for interview), so we relied on past experience with healthcare agents, and assumed they had their own CRM solutions and follow up methods. This tool was therefor freed to concentrate on distribution, and unobtrusive status updates to measure success in near real-time.
A responsive web design would allow us to make the system mobile friendly for tablet and phone. Since these agent’s are local, it is possible they may make house calls.
Rules were created for the automated distribution of leads based on geography. We also knew to ask about lead reassignment needs, and worked out an automated process, including email notifications.
Managers have access to review the lead list of agents, and manually reassign leads if needed (i.e. someone’s going on vacation, another agent is actually closer, etc.)
Lastly, Reporting was limited to daily emails of standardized reports in order to stay in budget and on time.
My Role
For this project I took lead in design strategy, writing the SOW, estimating the budget, writing process flow, UI design, prototype, CSS code assistance, writing the training manuals, training the trainer, testing, and client support.
The client was very pleased with their new tool, and its ease of use. We finished the project on time, and on budget.
Adobe XD was used to create a clickable prototype.
You can find it here.