Scaling Digital Insurance Within Regulatory Constraints

Context

Small business insurance quoting required users to navigate layered eligibility logic, regulatory disclosures, and multi-step financial inputs.

The challenge was not simplification. It was structuring complexity responsibly without compromising compliance or conversion performance.

Re-architecting Eligibility Through Progressive Disclosure

To reduce cognitive overload while preserving regulatory accuracy, I refined the eligibility sequence into staged, contextual decision layers.

Key contributions:

• Structured vehicle-use selection into progressive branching logic
• Reduced redundant follow-up questions by aligning flows to declared intent
• Clarified category groupings to better reflect real-world business mental models
• Shipped improvements across the live Auto flow

Instead of exposing every conditional path upfront, the system revealed only what was structurally required at each step.

Rethinking API-Driven Vehicle Selection

Flat API-driven dropdown presenting full vehicle list without structured grouping.

Grouped vehicle selection modeled after the Canada Post drill-down interaction pattern.

Instead of exposing a full list of vehicles at once, I proposed a structured drill-down model that grouped vehicles by year and make before revealing model-level options.

This approach:

• Reduced visual overload
• Aligned with an existing, familiar enterprise interaction pattern
• Preserved backend data integrity
• Lowered cognitive effort in high-volume lists

This work required reframing API data structures into user-comprehensible groupings while maintaining regulatory accuracy and engineering feasibility.

Improving Quantitative Input Clarity

Financial input accuracy is critical in insurance quoting.

I refined the revenue input interaction to provide:

• Real-time value formatting
• Clear numeric confirmation
• Reduced ambiguity in high-range monetary entries
• Compliance-aligned financial input patterns

Designing for Long-Term Conversion Growth

Beyond tactical UI refinements, I developed a forward-looking UX backlog focused on structural progression improvements.

Proposals included:

• Transitioning intake to a compact, card-based layout
• Consolidating related eligibility questions
• Refactoring the intake landing step to reduce early drop-off
• Strengthening contextual microcopy to sustain momentum

This roadmap aligned growth design principles with regulatory realities.

Impact

FY25 Team Outcomes:

• 146,000+ quotes initiated
• 16,000+ quotes completed
• 2,600+ sales

My contributions supported multiple production improvements across the Auto and Property flows during my tenure.

Reflection

Designing within regulated environments requires disciplined structuring of complexity, not oversimplification.

This work reinforced the importance of aligning compliance, system logic, and user progression into a coherent decision architecture.