Intruity Corporation is a technology company specializing in innovative CRM and AMS solutions tailored for the insurance industry, designed to streamline operations and enhance business efficiency for large agencies, FMOs, and call centers.

An Overview

OneLink by Intruity is an all-in-one CRM solution that empowers insurance agencies and professionals to efficiently store, manage, and share essential documents. With OneLink, users can streamline workflows, enhance client interactions, and manage all aspects of their business efficiently, all while leveraging a predictive dialer to maximize outreach and engagement efforts.

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The Challenge

OneLink needed a comprehensive solution to manage and organize its growing repository of digital assets.

The existing system was fragmented, leading to inefficiencies and difficulties in asset retrieval and management.

The Research

• OneLink needed a comprehensive solution to manage and organize their growing repository of digital assets.

• The existing system was fragmented, causing inefficiencies and difficulties in asset retrieval and management.

User Flow Mapping & Prototyping for Clarity

• Conducted a thorough user needs analysis and created personas, such as Candace, an agency owner seeking an intuitive CRM, and Michael, an agent needing an efficient tool.

• User interviews identified pain points in current asset management.

• Competitor analysis highlighted industry best practices.

• Combined these insights with stakeholder requirements to design a user-friendly, efficient CRM.

• The design was tailored to meet the needs of both decision-makers and frontline users, aligning with business goals and industry standards.

The Issues to Overcome

• User Adoption: Initial resistance from users accustomed to the old system.

• Scalability: Ensuring the platform can handle a growing number of assets without performance degradation.

• Integration: Challenges in integrating with existing tools and workflows.

Lessons Learned

• We struggled with the absence of a design system, which highlighted the importance of consistency and streamlined operations.

• Negotiating with stakeholders required balancing business goals with UX improvements, emphasizing the need for clear communication.

• The lack of comprehensive user testing underscored the value of direct user feedback in validating design decisions.

The Results

The introduction of Asset Management in OneLink resulted in:

• Increased Efficiency: Reduced time spent searching for assets by 40%.

• Market Growth: Improved asset management led to new clients outside of our target market who were interested in utilizing the system.

• Positive User Feedback: High satisfaction rates from users citing the platform's ease of use and functionality.

Key Learnings & Future Influence

This project has been a great learning opportunity, providing valuable insights that will shape my approach to future design work. First, I recognized the importance of a well-defined design system in ensuring consistency and efficiency across the product. This will guide me in advocating for and contributing to the establishment of robust design systems in future projects.

The project also reinforced the value of effective communication with stakeholders. In the future, I will continue to emphasize the connection between a great user experience and business success, to align UX initiatives with business objectives.

The lack of comprehensive user testing in this project illuminated the significance of direct user feedback in shaping and validating design decisions. Moving forward, I will push for the inclusion of structured user testing in the design process, to ensure our solutions truly meet the needs of our users and provide a seamless experience.