Web Portal for Small Business Owners to manage their commercial insurance policies
The portal provides small business owners with one stop destination to access and manage their commercial insurance policies. Through the portal they can apply for claims, renew their policy and or make any changes to their current policies.
Role
Product Designer, collaborating with 2 PMs and 1 Staff Product Designer
Duration
4 Months, From May'24 to Aug'24 (Recent project)
Why build an insurance portal for small business owners?
Business owners buy commercial insurance policies to protect their business against unforeseen circumstances like theft, fire or other situations. We focussed on owners for this project as medium and large businesses typically manage their insurance through agents. However, small business owners can lead the migration to self-serve portals.
Reasons to build this portal - user's perspective
Provides all the relevant information to users in one place, Shortens the claim resolution time, Clearly keep the customer informed of status & Provides self serve options to users who don't like talking over call.
small business
Reasons to build this portal - business perspective
Reduce call volume for straight forward claims submission and servicing , Less full time employees in call center/servicing & Reduce agent involvement in simple tasks.
Of all the reasons, the prioritized reasons for building this portal include reducing call volume for straightforward claims and keeping customers informed about their status.
What are the use cases for this portal?
I defined and designed the portal use cases based on both primary and secondary research. For primary research I conducted a workshop with Product Managers in this domain at ServiceNow.
For secondary research, I looked at other portal including — Next Insurance, Thimble, hippo, Insureon, Statefarm & ProAssurance.
Use cases for the portal
Of all the use-cases, the prioritized use-case for building this portal included applying for claims
Defining the Scenario
From the workshop, I identified that applying for claims is a prioritized use case. I focused on designing this user journey, where the user begins on the homepage and proceeds to apply for a claim. For the application process, we incorporated a chat interaction powered by 'Now Assist' in ServiceNow.
Scenario : Sarah is a clothing boutique owner who recently experienced a theft at her store. This is her first time dealing with such an incident. Fortunately, she is covered by commercial property insurance. However, she is not be completely familiar with steps she needs to take under these circumstances.
Iterations & Feedback (Important One's)
Iteration 1: The homepage of the portal is divided into major sections, presented in the form of cards. Users can apply for various services, including filing claims, by navigating to a form.
I conducted feedback session with PMs and Staff product designer in the financial service team. The details of feedback is shown below.
Iteration 1 with feedback from stakeholders
Iteration 1 with feedback from stakeholders
Iteration 2: Based on stakeholder feedback, I updated the designs, focusing on several key changes. On the homepage, I added more detailed information for policy servicing and incorporated upselling options.
I conducted another feedback session with PMs and Staff product designer in the financial service team. The details of feedback is shown below.
Iteration 2 with feedback from stakeholders
Iteration 2 with feedback from stakeholders
I had multiple feedback round and two major feedback sessions with entire team. By the second session I was able to get a clear picture of the design
Proposed Designs
Homepage: One big aspect of this project was designing the Hi-fidelity design of Homepage that covers all the use-cases and defines the IA of the web app.
The proposed Homepage design is based on feedback collected from stakeholders.
Proposed Design of Homepage
Chat Experience: Full page chat interaction for better user experience as chat here also takes care of tasks like applying for claims.
The design show main components of chat interface. Details of chat conversation are shown in the prototype below.
Proposed Design of Chat Interface
Prototype for the defined scenario - Applying for Claim
Scenario: Sarah lands on the homepage, types are query in the chat bar on the top. She is navigated to the full page chat experience where the chat guides her on next steps.
Sarah ends up filing the claim on chat itself with minimum efforts without needing to fill any forms.
Prototype of defined scenario
Challenges faced
The most challenging part of this project was defining the scope of the project. I started with a very vague brief to design insurance portal without any details around use cases or target audience. I collaborated with PMs to define the scope.
Another struggle was conducting competitive analysis as I did not have access to commercial insurance platforms. So I had to go through youtube videos to get access to these screens.
Challenges faced
Impact
This design is now used by product managers when talking to potential insurance clients. It helps them explain the product’s value, show key features, and address client needs. With Now Assist, the design also opens up new solutions for many insurance use cases that weren’t possible before.
The main value of this design is that it will enable communication between ServiceNow and clients and then more work will be done to tailor it their needs.
Countless Memories as an Intern
From Hackathon to coffee chats..
Internship Experience
Also read…
2025, Tanya Bansal
Web Portal for Small Business Owners to manage their commercial insurance policies
The portal provides small business owners with one stop destination to access and manage their commercial insurance policies. Through the portal they can apply for claims, renew their policy and or make any changes to their current policies.
Role
Product Designer, collaborating with 2 PMs and 1 Staff Product Designer
Duration
4 Months, From May'24 to Aug'24 (Recent project)
Why build an insurance portal for small business owners?
Business owners buy commercial insurance policies to protect their business against unforeseen circumstances like theft, fire or other situations. We focussed on owners for this project as medium and large businesses typically manage their insurance through agents. However, small business owners can lead the migration to self-serve portals.
Reasons to build this portal from user's perspective
Provides all the relevant information to users in one place, Shortens the claim resolution time, Clearly keep the customer informed of status & Provides self serve options to users who don't like talking over call.
small business
Reasons to build this portal from business perspective
Reduce call volume for straight forward claims submission and servicing , Less full time employees in call center/servicing & Reduce agent involvement in simple tasks.
Of all the reasons, the prioritized reasons for building this portal include reducing call volume for straightforward claims and keeping customers informed about their status.
What are the use cases for this portal?
I defined and designed the portal use cases based on both primary and secondary research. For primary research I conducted a workshop with Product Managers in this domain at ServiceNow.
For secondary research, I looked at other portal including — Next Insurance, Thimble, hippo, Insureon, Statefarm & ProAssurance.
Use cases for the portal
Of all the use-cases, the prioritized use-case for building this portal included applying for claims
Defining the Scenario
From the workshop, I identified that applying for claims is a prioritized use case. I focused on designing this user journey, where the user begins on the homepage and proceeds to apply for a claim. For the application process, we incorporated a chat interaction powered by 'Now Assist' in ServiceNow.
Scenario : Sarah is a clothing boutique owner who recently experienced a theft at her store. This is her first time dealing with such an incident. Fortunately, she is covered by commercial property insurance. However, she is not be completely familiar with steps she needs to take under these circumstances.
Iterations & Feedback (Important One's)
Iteration 1: The homepage of the portal is divided into major sections, presented in the form of cards. Users can apply for various services, including filing claims, by navigating to a form.
I conducted feedback session with PMs and Staff product designer in the financial service team. The details of feedback is shown below.
Iteration 1 with feedback from stakeholders
Iteration 1 with feedback from stakeholders
Iteration 2: Based on stakeholder feedback, I updated the designs, focusing on several key changes. On the homepage, I added more detailed information for policy servicing and incorporated upselling options.
I conducted another feedback session with PMs and Staff product designer in the financial service team. The details of feedback is shown below.
Iteration 2 with feedback from stakeholders
Iteration 2 with feedback from stakeholders
I had multiple feedback round and two major feedback sessions with entire team. By the second session I was able to get a clear picture of the design
Proposed Designs
Homepage: One big aspect of this project was designing the Hi-fidelity design of Homepage that covers all the use-cases and defines the IA of the web app.
The proposed Homepage design is based on feedback collected from stakeholders.
Proposed Design of Homepage
Chat Experience: Full page chat interaction for better user experience as chat here also takes care of tasks like applying for claims.
The design show main components of chat interface. Details of chat conversation are shown in the prototype below.
Proposed Design of Chat Interface
Prototype for the defined scenario - Applying for Claim
Scenario: Sarah lands on the homepage, types are query in the chat bar on the top. She is navigated to the full page chat experience where the chat guides her on next steps.
Sarah ends up filing the claim on chat itself with minimum efforts without needing to fill any forms.
Prototype of defined scenario
Challenges faced
The most challenging part of this project was defining the scope of the project. I started with a very vague brief to design insurance portal without any details around use cases or target audience. I collaborated with PMs to define the scope.
Another struggle was conducting competitive analysis as I did not have access to commercial insurance platforms. So I had to go through youtube videos to get access to these screens.
Challenges faced
Impact
This design is now used by product managers when talking to potential insurance clients. It helps them explain the product’s value, show key features, and address client needs. With Now Assist, the design also opens up new solutions for many insurance use cases that weren’t possible before.
The main value of this design is that it will enable communication between ServiceNow and clients and then more work will be done to tailor it their needs.
Countless Memories as an Intern
From Hackathon to coffee chats..
Internship Experience
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
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Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
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Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
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Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
Also read…
Designed a Web portal for Small Business Owners to manage their Commercial Insurance Policies.
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes.
2025, Tanya Bansal