Prioritize Customer Preferences
Bose is a sales application. My role is optimize the user experience with Project Manger and Sales team. For this project, we want to improve agent experience & adoption in order to simplified needs analysis flows for targeted audience segment.
Current Design
Problem Statement
When agents are discussing beneficiary’s need during Need Analysis section, Beneficiary can provide more than one need/requirements or benefits that they are looking for, in a new plan. Beneficiary can also change their benefit preferences through out the sales process during the conversation. Currently agent captures those benefits in the script. However, there are few challenges:
No ability to rate these benefits - selecting one benefit as a higher priority over the others
Plan recommendation does not factor beneficiary rating/preferences for these extra benefits and rank plans accordingly
Lack of granularity during benefits selection - for example, in case of dental benefits customers frequently want to know if the plan offers dentures.
Newer agents don’t have enough experience to extract the exact customer needs by asking relevant questions.
Idea
Why?
Complex Needs Analysis flows based on current coverages
Prescribed Needs Analysis approach
Inability to select granular benefits & impact plan recommendations
What’s Changing?
New design to improve agent experience & adoption
Simplified Needs Analysis flows for targeted audience segment
Assist agents in selecting the extra benefits & capture granular level benefits
Ability to prioritize customer preferences and improve plan recommendations
Final Design
Agent view for plan presentation
Sales Agents Feedback
All agents strongly preferred Drag and Drop functionality
Design is intuitive and mimics other sales tools
Design amplifies sales process
Agents echo the default order of PCP, Specialist and Prescriptions prior to extra benefits
Lisa Mega
“This is something I would actually use as a tenured agent.”
Leanna Fox
