INSURANCE

Enhancing the insurance agent experience

MAPFRE

INSURANCE

Enhancing the insurance agent experience

MAPFRE

mapfre agency portal

MAPFRE, one of the world’s leading insurance providers, wanted to create a new platform for its agents to enhance their experience, increase operational efficiency, improve communication and collaboration between MAPFRE headquarters and their sales networks, and hence to provide a better customer service.

To strengthen brand reputation and make MAPFRE a preferred brand in a highly-competitive market, MAPFRE teamed up with Commencis for the design and development of a brand-new agency portal.

mapfre agency portal

Design Phase: Prototyping & Testing

Designing a new product is never an easy task. To define the optimum experience and scope, Commencis has undertaken an iterative design process. The team ran several workshops and interviewed with different type of MAPFRE agents about their needs, pain points, expectations and about operational or practical difficulties.

The insights gained from this research resulted in building two different prototypes and a comparative usability test was conducted with agency users which provided qualitative and quantitative insights to finalize the product design.


Our Work

01

UXStrategy

02

UIDesign

03

Product Development

04

QATesting


01

Brand Identity

02

UI / UX Design

03

Product Development

04

QATesting


Key functionalities

Single sign-on

MAPFRE was providing disjointed operational systems to agencies for issuing and managing different types of policies which caused a fractured user experience. Trying to access multiple platforms with different login information led to loss of time and effort for the agencies.

One of the key features of new agency portal is to provide single sign-on capability for its agents to reach more than ten different internal and external systems with a single username and password. Using the smart menu, agents are also able to select the transaction they want to perform such as issuing a health policy or checking customer information, and they are automatically directed to relevant system page to complete the transaction they started.

Role-based access on a single platform

One of the design challenges the team has faced is that the platform is not only designed for a single persona but rather a variety of personas with different roles and needs both at the agencies and the headquarters. While one is concentrating more on the daily operations the other is focusing on performance and reporting.

To match the needs of the multiple roles, the platform is designed in a way that made it possible for each role to access the relevant sections of the dashboard.

mapfre agency portal

Automated Policy Renewal
As well as ensuring the customer satisfaction, customer retention and improving sales are among the top priorities of agents. That is why the platform is designed to notify the agents on the upcoming policies that will end soon. So that, the agents can contact the customers to renew their policies by offering the quotes calculated automatically, update customer information if necessary, and receive the payment online.

The previous system had caused the company to miss out on new policies and there were a lot of e-mail and paper work. What used to take hours before now takes minutes! As a result of this improved efficiency, there has been an increase in policy renewals too.

Communication & Content Management
Improving communication with the agencies is of greatest importance for MAPFRE headquarters.

Commencis has developed an admin portal for MAPFRE headquarter employees to design and deliver the content for campaigns, news, and announcements targeting agencies.

On top of a campaign follow-up portlet focusing on agency objectives, an announcement and a newsletter portlet are designed to reach out agents from the headquarters to keep them updated regularly.