The Challenge The quoting process was fragmented and unintuitive, making it difficult for agents to generate accurate quotes quickly and confidently. The Solution I redesigned the quoting flow to streamline the experience, reduce cognitive load, and provide clear guidance for customers at every step. The Results - Reduced quote generation time by 30%. - Improved agent confidence, with 90% reporting greater ease of use during testing. Process Overview 1. Research Conducted user interviews with customers to identify bottlenecks, such as redundant steps and unclear data inputs. 2. Design Developed a simplified, step-by-step flow with contextual help to reduce errors. Introduced a progress tracker to enhance transparency and usability. 3. Testing & Iteration Validated the redesign with agents, refining it to address usability concerns and ensure compliance with industry standards. "The new flow makes quoting so much faster and less stressful." – Agent feedback. Key Takeaway This project underscored the importance of streamlining workflows and providing clear guidance, empowering agents to work efficiently and deliver accurate results.