CSAA · Product Designer · Team: +0 · Time: 1 Month (2017) · UX, UI
A proxy mode for an insurance agent portal. From the user menu, staff look up an agent by ID, add one or more agents, and browse a customer’s record as that agent, with the agent named in the header and tagged on the record, until they end access. Its mockups open on a 75-second walkthrough video, followed by four stills of the same states. Pay Now opens Payments for the customer, and the payment shows in the record’s events.
Wireframes
How Agent Proxy works, sketched: the job, its two working screens, one choice about the timeline, and one state.
Act as an agent, then stop A flow from the user menu to entering an agent ID, adding agents, browsing as Jordan Ellis, the record as Jordan, End Access and back to Casey, with a dashed side branch from the record through Pay Now and Payments to an event on the timeline, and a loop to switch straight to another agent. Act as an agent, then stop The job: see a customer's record exactly as an agent does, then hand it back. switch straight to another agent User menu Enter an Agent ID Add agents Browse as Jordan Ellis The record, as Jordan End Access Back to Casey Pay Now Payments Event on the timeline 1 Identity is the subject Red means one thing: acting as another agent. 2 Every switch is logged Starting and ending access each write a line on the customer's timeline. 1 Act as an agent, then stop. The job: see a customer's record exactly as an agent does, then hand it back.Browsing as Jordan Ellis A wireframe of a customer record in the portal while browsing as an agent: a header with the agent's identity outlined, a customer card with the agent's tag, three policy tiles, a payment strip, a vehicle table, a liability strip, and a right rail of customer events, drivers, the agent and claims. Browsing as Jordan Ellis The record as the agent sees it. Insurer INSURANCE PORTAL Name, policy or quote # Advanced Search JE Jordan Ellis Browsing as agent Dashboard Alex Rowan, Morgan Rowan Jordan Ellis 27 Alder Court, Pleasanton, CA 94566 CUSTOMER EVENTS Casey Morgan started browsing as Jordan Ellis Auto · Active View in MyPolicy Umbrella · Active View in MyPolicy Home · Expired View in MyPolicy Customer Events Payment may not reinstate a lapsed, canceled or expired policy. All 13 events 3 DRIVERS $78 Forms & Documents MONTHLY $251.90 Pay Now PAY-IN-FULL $503.75 Pay Now TOTAL PREMIUM $2,858.00 Due date Oct 19 News & 4 VEHICLES Alerts $2,109 $883 $538 $74 $614 Jordan Ellis Agent of record CLAIMS LIABILITY $671 HELP 1 Red in three places The header identity, the record's tag and End Access; nothing else is red. 2 The whole record at once Policies, money, cars, liability and drivers fit one screen. 3 Live from the customer apps Pay in Payments and the timeline here changes. 2 Browsing as Jordan Ellis. The record as the agent sees it, with who's acting said three times in one colour.The user menu A wireframe of the user menu open under the header: the agent's identity card with End Access, a row for the staff member, a list of added agents with one browsing and one to browse as, and a field to enter an agent ID with Sign Out and two unchecked results, over the record in soft lines. The user menu Under the header chip, over the record. Insurer INSURANCE PORTAL Name, policy or quote # Advanced Search JE Jordan Ellis Browsing as agent JE Jordan Ellis Agent 707743323 End Access CM Casey Morgan · Service Center Lead JE Jordan Ellis 707743323 Browsing PN Priya Natarajan 707742213 Browse as Enter an Agent ID 707 Sign Out Kim Osei Nora Quinlan 1 Neutral until active Added agents get grey discs; only the one being browsed is red. 2 Switch in one click Browse as swaps the identity and closes the menu so the change is seen. 3 Find by ID Results appear from three characters; a checkbox adds the agent. 3 The user menu. The user menu: find an agent, add them, and switch who you're acting as.How much timeline the record shows Two options side by side: a right rail with a tall scrolling timeline that pushes the drivers below the fold, struck through, and a rail with the latest four lines and a link to all events, with drivers, the agent and claims all above the fold, circled as the choice. Full event list, or the latest few? CUSTOMER EVENTS CUSTOMER EVENTS Customer Events All 13 events 3 DRIVERS Jordan Ellis fold CLAIMS fold 3 DRIVERS The full event list The latest four and a link Four lines plus a link keep the whole rail on screen, with no scroller inside the page. 4 How much timeline the record shows. Trading a scrolling timeline for the latest four and a link.Access ended The record after End Access: the header chip is back to Casey Morgan with a grey disc, the agent's tag on the record is gone, and the customer events rail shows the two lines for starting and ending access under one date, the latest outlined, with a link to all 14 events. Access ended state: after End Access The header and the record are back to your own identity. Insurer INSURANCE PORTAL Name, policy or quote # Advanced Search CM Casey Morgan Dashboard Alex Rowan, Morgan Rowan 27 Alder Court, Pleasanton, CA 94566 CUSTOMER EVENTS Oct 17 Casey Morgan ended access as Auto · Active View in MyPolicy Umbrella · Active View in MyPolicy Home · Expired View in MyPolicy Jordan Ellis · 10:43 Casey Morgan started browsing as Jordan Ellis · Customer Events Payment may not reinstate a lapsed, canceled or expired policy. 10:42 All 14 events Forms & Documents MONTHLY $251.90 Pay Now PAY-IN-FULL $503.75 Pay Now TOTAL PREMIUM $2,858.00 Due date Oct 19 3 DRIVERS $78 News & 4 VEHICLES Alerts $2,109 $883 $538 $74 $614 Jordan Ellis Agent of record CLAIMS LIABILITY $671 HELP 1 Back to yourself End Access returns the header and the record to your own identity. 2 Written down The customer's timeline records who acted, and when. 5 Access ended. Ending access, and the record of it.Mockups
1/5 Insurance Portal / Agent Proxy - User Switching, Add Agents, Browse as Agents v1.4 Its 5 mockups, in order:
Insurance Portal / Agent Proxy - User Switching, Add Agents, Browse as Agents v1.4 (video, 1:15)
Agent Proxy 2
Agent Proxy 3
Agent Proxy 4
Agent Proxy 5
