Insurance Platform

Hello IX is a digital insurance exchange. As a broker management platform, it was built to run corporate, retail and reinsurance workflows.

It handles user permissions, policies, claims, documents and the tasks undertaken by every stakeholder across its ecosystem.

The platform handles

Hello IX handled policy and claims management effectively, but it offered no insight into the things that decide how a day goes: workload prioritisation and performance assessment.

Staff struggled to work out their next task, and lost significant time to repetitive activity that was ripe for algorithmic automation.

Case management is time-sensitive by nature, and without threshold warnings the team could only react rather than get ahead of a case.

The system held a substantial amount of latent data. Its potential to improve efficiency and efficacy across the organisation stayed largely untapped.

Working with Hello IX management, staff and their customers, we ran service design activities to research and prototype dashboards that would actually get used.

Going department by department, we established the key needs of each stakeholder group and delivered them sets of screens that sliced the available data into prioritised views and prompts.

The dashboards let staff see what was urgent, where to direct their attention, and how to improve their own experience and their customers' across the board.

The results were immediately observable. Staff set their customised dashboard views as their home screens — on arriving at work, agents opened them to see which urgent cases needed attention first.