Hartford Insurance · Personal & Commercial Insurance · OOUX + Lean Agile
Quoting & Policy Management UI
Unified two business divisions through OOUX methodology, redesigned quoting and tracking workflows, and introduced data dashboards — leading to a tested MVP and measurable performance gains.
The Problem
Hartford Insurance was running two separate business units for personal and commercial insurance — with overlapping capabilities but disconnected systems. Agents needed to generate quotes faster, find and track existing quote statuses without hunting through menus, modify jobs in progress, and view regional data charts showing totals and performance at a glance.
The existing application was slow, fragmented, and reflected organizational silos rather than how agents actually worked. Merging the units created an opportunity to simplify, but also a risk of doubling complexity if not handled with care.
My Role & Approach
I was brought in to lead UX for the redesign, with a mandate to find the right MVP scope before full build-out began. My core tool for tackling the business unit merger was Object-Oriented UX (OOUX) — mapping what the system's objects actually were (quotes, jobs, policies, clients, regions) and identifying where Personal and Commercial divisions shared the same underlying objects.
OOUX insight: Both divisions dealt with the same core objects — just with different attributes. Designing around objects rather than screens meant one design pattern could serve both, dramatically reducing interface complexity.
- Facilitated OOUX workshops to map objects and relationships across both business units
- Designed new quoting flow to reduce steps and surface status information upfront
- Created data visualization dashboards for regional totals, trends, and comparative offers
- Designed quote tracking and modification workflows agents could use at a glance
- Defined the MVP scope for initial user testing and stakeholder sign-off
- Worked within Lean Agile framework with iterative delivery to development team
Design Highlights
Faster quoting: Streamlined the quote creation flow from multiple multi-step forms to a smart, progressive interface — with smart defaults informed by prior quotes and client history.
Quote tracking dashboard: Agents could see the status of all open quotes and jobs in a single view — sortable and filterable — replacing the prior need to open each record individually.
Regional data visualizations: Charts showing regional offer rates, volume totals, and performance comparisons gave management and senior agents the overview they lacked previously.
Unified object model: By sharing design patterns across personal and commercial workflows, we reduced training time and cognitive load for agents working across both divisions.