Agent onboarding was a high-friction, offline process that placed a huge operational strain on hiring managers and took over 3 weeks to complete. I led the design of a new, self-serve digital experience that empowered aspiring agents to finish their application in under 1 hour and get activated in as little as 24 hours.
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~80% Reduction in time to onboard
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~45% Reduction in drop-offs
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10 clear and concise self-serve digital steps from the 20+ manual, offline steps
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Unified platform for aspiring advisors, hiring managers and back-Ops team
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For an insurance provider, its network of agents is its lifeblood. However, the process for bringing a new agent on board was our biggest bottleneck. It included over 20+ manual steps managed through spreadsheets and physical documents, creating a system-wide problem that affected everyone involved -
I led the design of a new, self-serve digital experience that empowered aspiring agents.
For New Agents The process was slow and opaque, causing high anxiety and leading many to abandon it entirely.
For Hiring Managers They were trapped in an administrative loop, spending more time chasing paperwork than coaching their new hires.
For Back Office Operations Team They faced a constant barrage of error-filled forms and manual data checks, creating a massive, inefficient workload.
Through 10 interviews with aspiring agents and hiring managers, I uncovered the anxieties and frustrations that numbers alone couldn't tell -