Insurance Broker

Support System

Tools / Condens,  Phone Recording
Roles /  User Research
Durations / 2 Weeks
Years /  January 2021


About The Project

Define why the users do not use this system frequently and find a better solution to increase usage frequency.

The Problem

Create multi-functions to help the users organize their client’s insurance policy, however, users do not use the system frequently. Those features are usually used just once or twice per week.

Design Challenge

Understand the users' needs and define why users do not frequently use the system and discover new features to improve usage frequency.

Solution Approach

Combine schedule feature and client data feature. Improve usage time and efficiency.

My project manager and I came to understand the users' needs and the direction we had to take in order to satisfy them. After concluding our research, we discussed the result and feasibility of implementation together with the software engineers.

The way of Collaboration
Design Process

Discover Problem

The system has been released for one year, but the users do not use it frequently.


Therefore, we decided to conduct the user interview to make sure our product fits our users' desire.


I use the survey results to understand the user's needs in the real world.


The survey was conducted on 6 people who already subscribed to our service for over 5 months.

The survey provides inside into the users' opinion on the usage:
what is satisfying?
what is frustrating?
what should be improved and how?
why not use the feature?

Refine Problem

Create a Persona based on the interview results.


The goal is to grasp our users' needs and define their difficulties with our service.



After specifying the problem, I used the "how might we" question method and "client journey map" of my persona to ideate new features that might fit the users' needs.

Culture Context Analysis
context analyse@3x.png
  • There are 22 insurance companies and each company has many different kinds of policies.

  • The insurance system in Taiwan is very complicated. A lot of times people are not completely aware of what insurances they have and to what extend services are guaranteed. People heavily rely on insurance clerks that serve as middlemen for insurance companies and will help them to make insurances.

  • Insurance clerks have many daily tasks. They have to be aware of their clients' policies and need to schedule appointments with them. 

User Interview

The goal of the interview is to find out about the user's desires and behaviour.

Interview Type

Questionnaire and note-taking

Number of Interviewees

6 People who subscribed to the service for over 5 months


40-60 Minutes per interviewee

Empathy Map


  • “ Every insurance broker or insurance clerk has a notebook and calendar.”

  • “ I’m scared that my phone dies or there is no internet conntection, so I like to use my phone and notebook together.”


  • The insurance brokers have to use many different devices during their work. Most of the time they have to multi-task. They have to know the policies of each client, the specifics as well as the client information and wishes.

  • Any conversations and interactions with their customers will be noted in their calendars or other software.

  • All interviewees use calendars to arrange their schedule



  • The insurance clerks use electronic devices and paper notes because they don't want to be reliant on just one format

  • The digital calendar is convenient because it can be easily accessed from different devices. 


  • SADNESS: too many notes to take. Sometimes notes are only digital or written in notebooks so there is no fallback. 

  • FRUSTRATION: brokers have to keep payment deadlines for every customer in mind and have to notify them

Zheng Xiu, Li

Insurance Broker 

30, Male

“I use google calendar and excel together. Google calendar is to arrange my schedule, for example, which client I will meet today.

Then I will check my excel because I wrote the information about my client in Excel. For example, when did we meet last time, what did we talk about, and which kind of policy they bought, etc.”

Journey Map


Zheng Xiu is a 30 years-old insurance broker. His everyday schedule is not regular. In the morning, he has a meeting with his coworkers for one hour. After that, he has many things to do, such as contacting his clients, meeting with his clients, helping his clients check their policies, etc.

Goals &


Every day he has to check his schedule and which clients he should contact. He is constantly worried that he failed to notice some clients.


Check clients who he should contact today

Journey map1.png

User Goals

  • Confirm clients whose birthdays are on that day and arrange appointments or phone calls with them.

  • Searching clients whose payment deadline is close.

User thoughts

and emotion

  • Annoy
    -  Check each client individually (time-consuming)


  • Worry
    - Fail to notice clients


Check and arrange

his schedule 

User Goals

  • take all tasks from step1 and generate a schedule for the day and put it in his calendar.

User thoughts

and emotion

  • Annoy
    -  He has to put the schedule into his calendar every day


Take appointment

with his clients 

Journey map3.png

User Goals

  • He has to prepare for the client appointment by reading taken notes and reviewing the client's insurance policies.

  •  Arrange an appointment that does not conflict with others.

User thoughts

and emotion

  • Confuse
    - He forgot details about the previous client interactions


Manage client’s policies

Journey map4.png

User Goals

  • Search client’s policies and their guarantees.

  • Search information for new/alternative policies

User thoughts

and emotion

  • Annoy
    - Has to use many different software/sources to complete those tasks


Schedule + Client Data

How might I combine the schedule feature and clients data feature?

  • Firstly since users update and watch their schedule every day, making it easier for them to create their schedule when they can use basic client information, like phone number, address and the full name provided by the application.

  • Secondly, the schedule can directly link to the client's full data providing information about made policies, taken notes and last contact. They can find any history in the system.

This could drastically improve efficiency for the users because time-consuming daily tasks get simplified and client information is available in one application rather than different software like excel or even paper notebooks.


This system has been released for one year, however, the users do not open it frequently. The survey taught us that there was a great discrepancy between what we thought the users' expectations towards a helpful service was, and the users' actual expectation. Considering the survey results, I approached the design process in a new way to satisfy the users' needs. Consequently, I combined the schedule feature and the clients' data. The system is not only practical but also more efficient.