Agent Workflow in Your Pocket

One-line summary
I designed a mobile hub that helps insurance agents go from client to quote to enrollment faster, with less tool switching and better compliance support.

The Problem

• Agents had to bounce between multiple tools and kept losing their place in the workflow.

• Tasks, notes, policies, and recent activity were scattered, so staying organized was hard.

• Compliance added extra steps for messaging and call notes.

• Secure sign-in needed to be fast on mobile, but still meet company standards.

The Solution

• Unified CRM, quoting, and enrollment into one mobile workflow.

• Built dashboards and client snapshots so agents could see what matters at a glance.

• Made tasks, policy status, and recent activity easy to find and act on.

• Designed compliant messaging and call documentation so it happens inside the flow.

• Added SSO and biometric sign-in to speed up secure access.

• Kept patterns consistent across screens to reduce confusion and training time.

My Role
Senior UI/UX Designer leading mobile UX strategy, flows, and high-fidelity UI from concept through build-ready specs.

What I Delivered

• Information architecture for the mobile platform

• End-to-end user flows (client, quote, enrollment, tasks, activity)

• High-fidelity mobile UI screens for key journeys

• Reusable component patterns for CRM, policy, and activity surfaces

• Interaction specs and states for sign-in, dashboards, messaging, and call logging

• Developer handoff documentation and build-ready specs

Impact

• Integrity reported MedicareCENTER users submit 79% more applications than non-users.

• Reduced tool switching by bringing core work into one app experience.

• Improved day-to-day clarity with dashboards that highlight priorities and status.

• Positive public feedback called out the simple layout and quick at-a-glance actions.

Lessons / What I’d Improve Next Time

• Test more in real-world conditions like poor signal, one-handed use, and fast handoffs between appointments.

• Add clearer “resume where you left off” moments for agents who get interrupted constantly.

• Tighten the compliance moments even more so they feel automatic, not like a separate task.

Tools
Figma, FigJam, Jira, Confluence