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Case Study - Agent Dashboard and Global Search

Making Users More Efficient and Productive Out of the Gate

The Challenge

AgriLogic's processing application, AgAdvantage, was a massive application in the middle of a conversion from legacy to new code and architecture. It was convoluted, the information architecture poor and the business and power users were very resistant to change. It was a large hurdle for the business, as it was the largest complaint of partnering agents, who were the life-blood of the company. Agents loved our people, but hated our processing application. We needed to make it easier for agents to get to the information they needed quickly, efficiently and make the more productive as soon as they logged in tot he system.

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The Strategy

It was clear we needed to target low hanging fruit, focusing on the least amount of development for the most benefit. After working with users, the business and IT team, I was convinced a dashboard would give users the quick access to customers and policies that needed immediate action, a way to see important information from the business and a 10,000 foot view of their entire book of business.

I also recommended we add a global search to quickly access customer accounts, policies or claims from anywhere in the application. This resolved a plethora of issues we uncovered in user interviews, all in one sprint.

The first thing I needed to do was get the business on board. I flew to headquarters and met with the business heads to lead an ideation session. There we broke down the requirements for an agent dashboard and even developed the basis for our various user personas. However, the uphill battle to move my ideas forward had just begun.

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The Results

The results were overwhelmingly positive. Agent users raved about the new changes. Business users gained the residual effects of efficient navigation and IA through the new global search feature. Now everyone from Claims, Compliance, Underwriters and more could quickly navigate to the information they needed in one easy step from anywhere in the application. Praise, budgets, additional UX resources and a business open to new ideas followed.

User-centered Design for the Win!

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Accelerated User Navigation

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Delighted Users

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The Issues

While this all sounds wonderful, it wasn't without it's challenges and issues. The business was very resistant to change and didn't even know what UX was. It was a long hard battle that took nearly two years to research, lobby for and get approved. Even after launch, several iterations followed as we learned things that never came up in initial research, prototyping or testing. That being said, it was a huge boon for the end users and the business alike,

Recommendation

"Shane and I worked together for four years collaborating on an extremely complex web-based system with a very dated and not the most user-friendly interface. I was tasked with finding an experienced UI/UX professional to bring the application into the 21st century and introduce a very reluctant user base to the concept of modern UI/UX design.

Very early on in the interview I could tell Shane was the perfect fit for this company. His attitude, ideas, and most importantly the passion with which he delivered them was very impressive. He hit the ground running almost immediately and in a much shorter than anticipated timeframe he was delivering clean, beautiful designs that everyone loved.

I watched Shane passionately deliver his designs to some of the most change-resistant users I have ever worked with in my career. And to my surprise, every single person was not only on board with what he was proposing, they became excited about the future of the application and it caused a company-wide buzz. His delivery, preparedness, attention to detail, and just raw talent for understanding a business problem and translating that to spectacular modern interfaces was beyond anything I have ever seen.

Shane’s technical knowledge coupled with his great personality and positive attitude grabbed the attention of the development team and earned him universal respect. He is a top-performer in every sense and I hope someday we can work on something together again." - Brian Levin, Software Development Manager, AgriLogic