№ 02 — SelectQuote Insurance Services
Cutting 20% from call time on a high-volume sales workflow
Re-sequenced a quote-to-close workflow used by hundreds of licensed agents on every call — measurable reductions in handle time and direct lift to revenue per agent.
- Role · Product DesignerTimeline · 4 monthsCompany · SelectQuote Insurance Services
Impact
20%
Decrease in call times for calls under 15 minutes
Context
Agents were required to navigate multiple systems and screens to complete a single application. This fragmented experience created inefficiencies, increased cognitive load, and slowed down call times.
Key Problems
- Agents had to call clients while filling out forms
- Agents were switching between multiple tabs constantly
- Agents were losing track of where they were in the process
- Input fields and questions were difficult to manage
The Goal
Design a more efficient quoting workflow that allows agents to sell multiple policies in a single session, reducing call time and increasing conversion rates.
Goals
- Design a more efficient quoting workflow
- Allow agents to sell multiple policies in a single session
- Reduce call time
- Increase conversion rates
The Solution
I redesigned the quoting experience into a unified workflow that enabled agents to quote and manage multiple policies at once. The solution introduced a side-by-side interface, reduced redundant inputs, and streamlined navigation—allowing agents to work more efficiently and close sales faster during live calls.
What Changed
- Agents can pull up both sets of client information simultaneously.
- Agents can tab through health questions reducing their time on task.
- Agents can depend on the system to provide them with quick answers.
- Agents can follow the flow of their natural conversation.
Design Solutions
Four Key Changes to Streamline the Workflow
I.
Dual Applications, Side-by-Side
Problem: Agents have to tab through different windows for dual applications.
Solution: Agents can pull up both sets of client information simultaneously.
II.
Tabbable Health Questions
Problem: Clients have 40+ mandatory questions that took agents a long time.
Solution: Agents can tab through health questions reducing their time on task.
III.
Automated Payment Calculations
Problem: Agents had to manually calculate the monthly payments if they were processing two applications.
Solution: Agents can depend on the system to provide them with quick answers.
IV.
Conversation-Led Flow
Problem: Agents were constrained to the step-by-step process.
Solution: Agents can follow the flow of their natural conversation.
Sequential vs Conversation-Led Navigation
Impact
Measured outcomes.
20%
Decrease in call times for calls under 15 minutes
10%
Increase in average premium value per sale
500+
Agents using the workflow
Next Steps
Where this goes next.
I.
Enhancing Flexibility
Exploring ways to support agents in adapting the system to different workflows and conversation styles.
II.
Switching to In-App Tabs
Investigating improved navigation patterns to reduce friction and eliminate the need for external tab switching.
III.
Pre-Filling Duplicate Information
Reducing manual data re-entry by automatically carrying shared information across linked application fields.