Hartford Insurance · Enterprise · OOUX + AI
AI-Assisted Rate Engine Modernization
Unifying two legacy insurance product lines into one cloud-native application — with an automated job queue that delivers quotes straight to the agent's desktop.
The Challenge
Hartford Insurance operated two separate rate-quoting applications — one for Personal Lines and one for Commercial — built on aging infrastructure with poor usability. Agents and actuaries navigated deeply nested wizards to configure rate runs, then waited on a primitive job queue with no status visibility, no automation, and no way to retrieve completed quotes without manually hunting through file servers.
The goal: combine both product lines into a single cloud-native application while fundamentally improving the quoting workflow from submission to delivery.
OOUX: Mapping the Overlap
The two product lines (CL Spectrum and PL Personal Auto) shared more structure than anyone realized. Using Object-Oriented UX methodology, I mapped both divisions' task flows onto a single combined diagram — surfacing shared objects (Rate Runs, File Transfers, Job Queue, Admin) that could be unified rather than duplicated.
AI as pattern finder: The OOUX mapping artifacts were fed into an LLM to identify structural overlaps the team hadn't surfaced manually. The AI flagged that 68% of the CL and PL task nodes were functionally identical — differing only in naming conventions, not in underlying data or user intent.
The Redesigned Application
The new "Spectrum" application combined both divisions under a single interface with a unified dashboard, smart form assistance, and customizable info cards. Three concept sketches were presented for quick buy-in from product owners before moving to high-fidelity.
- Unified dashboard with job summary donut chart and customizable widget cards
- Smart form help with contextual validation and pre-populated fields based on user history
- Role-based cards letting agents, actuaries, and admins each configure their own landing view
Real-Time Job Queue Visibility
The legacy job tracker was a static table with no time estimates — agents submitted a rate run and then manually refreshed a list for hours, unable to tell clients when a quote would be ready. The system-wide queue serves hundreds of agents and actuaries simultaneously, so individual users have no control over processing order.
The redesigned Job Queue gives each agent real-time visibility into their submitted jobs: where each job sits in the overall queue, estimated time to delivery, and immediate notification if a job fails due to incorrect parameters. Click any in-progress job below to see its delivery estimate.
Avg. processing: 2h 14m
| # | Run Seq# | Status | Parameters | Submitted | Queue Position | Est. Delivery |
|---|---|---|---|---|---|---|
| 1 | 12345 | Completed | Rate Table, NY, Multi-Policy, PNG Agency | 08/20 09:12 | — | Delivered 10:48 |
| 2 | 12346 | Processing | Rate Table, CT, Single-Policy, PNG Agency | 08/20 09:28 | Position 12 of 847 | ~18 min remaining |
| 3 | 12347 | In Queue | Rate Table, MA, Multi-Policy, PNG Agency | 08/20 09:41 | Position 156 of 847 | ~2h 45m remaining |
| 4 | 12348 | In Queue | Rate Table, NJ, Commercial Auto, CL Spectrum | 08/20 10:05 | Position 389 of 847 | ~4h 10m remaining |
| 5 | 12349 | Failed | Rate Table, PA, AARP Direct, PNG Agency | 08/20 10:22 | — | Failed — see details |
Interactive prototype — click any row to view job detail, queue position, and delivery estimate
