Brokers do not stop working when they leave the desk. This mobile hub keeps customers, policies, quotes and pending issues connected, so a quick answer does not become a scavenger hunt across five systems.
Interface studyScroll to unpack the thinking ↓
Insurance brokers are relationship-driven professionals who need to answer customers while moving between visits, calls and negotiations. The opportunity was not simply to reproduce a desktop portal on a smaller screen, but to identify the highest-value mobile moments and connect data from multiple insurance operations into a coherent experience.
Brokers managed their day across desktop portals, spreadsheets, email, messaging apps and calls to the insurer. Important customer information was fragmented, routine consultations took too long and opportunities could stall whenever the broker was away from the office.
The SuperApp reorganizes the broker journey around customers and actions rather than internal systems. A unified portfolio view connects customer details, active policies, payment status, quotations and issuance issues, while shortcuts make it possible to quote products or request services for a policyholder in a few guided steps.
The concept gave brokers more autonomy between meetings and made reliable information easier to reach. An 18-broker pilot helped validate the direction; longer-term commercial and adoption metrics remain confidential.
I started by listening for the moments where the experience stopped making sense.
14 broker interviews, diary study with 8 participants, workflow shadowing, task-frequency survey and an audit of the existing broker portal and support contacts.
Brokers rarely needed an entire back-office workflow on mobile. They needed immediate answers, visibility into exceptions and a fast way to start or unblock an action while the customer was still engaged.
Build the home experience as a prioritized command center, connecting portfolio signals to the next best action and preserving context across customers, policies and negotiations.
Customer profiles bring policies, billing, contact data, claims and open negotiations together, reflecting how brokers think about their portfolios rather than how internal systems store information.
Issuance and documentation problems explain what is missing, the deadline and the next action, allowing brokers to respond or attach information without starting a support call.
Favorite products, saved customer data and resumable steps reduce repetitive entry while keeping price, coverage and consent decisions explicit.
Biometric re-entry, contextual confirmation for sensitive actions and masked data balance portfolio protection with the speed expected by experienced brokers.
A six-week pilot concept involved 18 brokers with different portfolio sizes. Three usability rounds covered customer lookup, overdue-payment guidance, quotation and issuance-pendency scenarios. Feedback simplified product labels, added recent customers and made urgent portfolio signals customizable.
A SuperApp becomes useful through connection, not feature volume. The strongest moments came from preserving customer context between consultation and action. Next, I would study long-term adoption, notification fatigue and which portfolio insights most consistently lead to valuable broker action.