Background
Hello IX is a digital Insurance Exchange. As Broker Management platform it was designed to run corporate, retail and reinsurance workflows.
The platform handles user-permissions, policies, claims, documents and tasks undertaken by its ecosystem’s stakeholders.
Problem
While HelloIX effectively handled a range of tasks associated with policy and claims management, it fell short at offering insights into crucial aspects such as workload prioritization and performance assessment.
Staff members encountered challenges in determining their next task, as they often had to invest significant time in repetitive activities. This was ripe for algorithmic automation.
Given the time-sensitive nature of case management, the absence of threshold warnings led to a reactive, rather than proactive, approach amongst the staff.
Despite housing a substantial amount of latent data, the system's potential to enhance organizational efficiency and efficacy remained largely untapped.
Solution
Working with HelloIX management, staff and their customers we undertook some Service Design activities to research and prototype useful dashboards. Going from department to department we discovered what key needs, for different stakeholders, and delivered them sets of screens that sliced and diced the available data into prioritised view and prompts.
These dashboard would allow staff to know what was urgent, where to direct their attention and how to improve their and their customers’ experiences across the board.
Impact
The results were immediately observed. Staff implemented their customised dashboard views as home screens. On arriving at work agents would look at their dashboards to see what urgent cases needed attention first.
Managers had screens where they could view historical performance of individuals, teams, clients and their accounts. This Management Information helped them analyse the work done and optimise it going forward.
Similarly. Business Intelligence could be inferred by extrapolating the historical data to better predict stakeholder needs and offer proactive services.