From spreadsheets to a system built to scale

Simply Business is an insurance broker in the UK and US. Customers buy policies online or through a contact center of around 250 consultants. I led the UX/UI of the offline space, owning the end-to-end experience for those consultants.

The problem
The consultants worked in a back-office system built by backend developers. Simple tasks meant jumping between Google Forms, Excel and several internal tools, with manual steps that took far too long. There was no data, no documentation of their processes and no style guide.

My role
I partnered with the PM, the contact center's operations manager and 6 engineers to replace it with a new case management system. Beyond designing the product, I brought a user-centred mindset to the contact center: I mapped the processes with users, ran event storming sessions with engineering to define the domain model, and tested every iteration with consultants. I also created the design system from scratch (components, iconography, colour, type) so the team could build consistently.

Outcome
A component-based case management system, shipped in small iterations and measured weekly in Looker. For the first time, the business had data on how consultants work. That let them distribute tasks evenly across teams, upskill consultants and onboard new hires faster.