Orbit
Onboarding Experience
Background
Currently, Financial Professionals wanting to apply to sell MassMutual products do so on an outdated system. This system has two other touch points that being the Agency they are applying to work with as well as MassMutual’s Home Office.
The challenge
The outdated process has a multitude of pain points given it is utilized by three different end users.That being the applicant, the Agency, and home office. Often times it falls on the agency and the home office to enter data manually to an already time consuming repetitive process. The system itself has not been updated in 15 years.
My role
Created a complete end-to-end experience for both the Broker and Career Agent and Home office MassMutual worker.
Results
I took a holistic approach to the solution. This is a system that has 3 different users, and they in turn have a variety of pain points and needs; 1 solution would not suffice. I reframed the problem statement, rethought each and every individual issue with a multi-step solution at each stage.Reduced onboarding time, and increase workflow efficiency by 25-35%. Improved workforce efficiency and engagement while reducing the error rate from 43% to less than 3%.
The MVP is:
Integrated- Data integration across various systems and vendors. Eliminating duplicate questions by pre-populating common fields. Dynamic contracting and licensing process adding the ability to edit and change to prevent NIGO.
Intuitive- Built-in user error prevention Address USPS validation, Employment History, Personal Sales Record requirements. Consistent Workflows for all contract types. Visibility status throughout the journey of the contract.
Easy- Streamlined, asking what is necessary. Ease in changing contracts. Clear and concise content. Flexibility in tech for changes in regulation and technical expectations.
Skills I learned
Lead: Take the lead on the design of useful, usable, accessible, and desirable products in a team environment.
Impact: Designed comprehensive solutions that seamlessly integrate into the overall digital product ecosystem.
Innovation: Assist in defining business requirements in developing use cases and high-level requirements while raising the bar on design.
Teamwork: Drive creative process and collaboration with cross-functional partners to propose new ideas and strategies.
Solution
Create a white glove experience for agent candidates, an efficient, streamlined process for our agency and home office personnel centered around a robust and cutting edge experience.
Due to NDA restrictions, detailed information is limited. Please contact me for further discussion.