2024 • At-Bay • Lead Product Designer
Design & launch a broker intelligence platform for underwriting teams
Underwriters at At-Bay relied on fragmented broker data across spreadsheets and reports. I led design for a broker intelligence platform that unified data into a single workspace, enabling faster, more strategic decisions.
Partnered with product, engineering, and underwriting leadership to design a scalable system that reduced manual tracking and improved decision-making.
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Data scattered across spreadsheets
Difficult to track broker performance trends
Limited ability to identify cross-sell opportunities
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Head of Broker Relations
Underwriting Managers
Underwriters
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Improve broker engagement quality
Enable data-driven decision making
Enhance underwriting efficiency
Increase visibility into broker performance
Design a scalable, future-proof system
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Product Manager
Developers
Stakeholders (C-suite & Head of Underwriting)
Research
To understand the underlying workflow, I conducted interviews with underwriting teams and broker relationship managers to map how they currently tracked and acted on broker insights.
These insights informed the platform’s information architecture and dashboard strategy.
Competitive analysis
Stakeholder interviews
Pain points from current process (presentation format)
Challenges
Unstructured workflows
Underwriters had informal, inconsistent ways of documenting broker interactions, making it challenging to define a standard workflow to support in the tool.
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Complex broker hierarchy
Tracking relationships across brokers, brokerage offices / teams, and parent networks introduced complexity in designing an intuitive information architecture.
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User adoption risk
Underwriters were already managing high workloads; the tool needed to add value immediately and fit seamlessly into daily routines to drive adoption.
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Select Explorations
To translate research insights into design, I created a series of low-fidelity mockups exploring different ways to visualize broker data, track relationship activity, and surface actionable insights.
These early explorations helped validate information hierarchy, identify usability issues, and spark conversations with stakeholders about what underwriters would find most valuable day to day.
My first mockups included mobile designs which were later scrapped due to limited developer resources.
Designs evolved over several conversations based on changing requirements.
Final designs
Solutions
I designed a broker intelligence platform centered around three core capabilities:
Broker performance dashboards
Aggregated data from multiple sources into a unified dashboard that surfaced performance trends and engagement opportunities.
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Broker hierarchy mapping
Designed structured broker profiles that clarified relationships between agencies, offices, and individual brokers.
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AI-assisted notes and task summaries
Introduced AI-generated summaries and suggested follow-up actions to help underwriters quickly respond to broker needs.
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Launch / Impact
2x faster response to broker opportunities
AI-generated summaries and task suggestions accelerated follow-ups, helping underwriters respond to broker needs up to 2x faster.
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35% reduction in manual tracking
Cut down data-gathering time by an estimated 45%, allowing underwriters to focus on strategy rather than manual tracking.
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Standardized workflows across the underwriting team
Consolidated data from over 5+ sources into a single platform, boosting visibility across 1000+ active brokers.
Showcasing broker key metrics - such as book size and market appetite - informed smarter targeting and reduced off-strategy outreach.
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