Better Agency’s SaaS product is a do-it-all software for independent insurance agencies.
Commissions is a feature to help insurance agencies manage agent commissions.
87% customers were abandoning commissions right at the beginning phase.
Agencies were loosing on average, +30K per month due to errors in commissions process.
Every pay cycle, agency owner needed to toggle between 4 different tools to calculate total amount and pay agent.
Agency Owners who wants a reliable and efficient solution to pay agents a correct amount at the end of every pay cycle.
28% churn reduction
80% increase in NPS
70% increase in feature adoption
87% reduction in commissions related complaints
80% reduction in customer training time for this feature
I led the design from UX audit to launch.
I collaborated with:
Project Manager
UI Developer team
Backend Developer team
Marketing team
Customer Support team
User Interviews & Contextual Inquiry
Existing commissions process mapping
Problem Statement
Competitor Studies
How might we?
Design Sketches
Prototype
The users required to go through hundreds of carriers providing hundreds of policies to select the ones they work with. This is all done manually. 60% users were abandoning right at this step.
Customers expect setup and payment to take up to 1 hour, while in reality it takes on average 4 days.
Table is missing information that would reduce commissions processing time by 70%
"We use excel to calculate commissions. It takes a full day to prep the data, 20-30 edits, and multiple back and forth between the team. All being said, it is a 2-3 day venture."
- Collin Smith, Agency owner
As an agency owner, I want an automated commission calculation tool to easily set up and manage commission structures for different agents and policies, so that I can automate commission calculations. The tool should reduce errors, save time on manual tasks, and ensure accurate and timely commission payments for my agents without needing to manually calculate or verify payouts.
________
The system allows me to configure commission rates for different agents and policy types.
I can view real-time commission calculations for each agent.
I can access brief reports as well as detailed reports and insights on agent earnings and performance.
The system should notify me of any discrepancies or issues with commission payouts.
HMW reduce the manual data entry?
HMW guide new users to confidently pay agents in less than 1 hour?
Ideally we wanted to provide the ability to download the *IVANS data to help validate the information right in the table. But due to big technical effort, we decided to take another route with low tech effort but still benefits the user. We decided to showcase IVANS status (downloaded, pending, and manual) in the table.
_______
* IVANS - IVANS Download™ is connectivity software for automated policy-related information exchange.
A user flow that would prioritize the following:
1. A producer commission setup
2. Prioritize and display all the data points to reflect accurate calculation
3. Find out an effective solution to manage unmatched policies
4. Add bonus or subtract fees
5. A place to view and download a brief report for every payment cycle
To be able reduce the time it takes to go through the commissions, I needed to design that would bring out the perception of a streamlined flow.
For this, I first figured out the different logical entry points for users, finalized a written user flow, and eventually started working on design sketches.
