eastwest ageas insurance
Polaris: Digitalizing the Gateway to Insurance
Project Polaris was a digital initiative for EastWest Ageas Insurance aimed at modernizing lead management and portal efficiency. The project introduced a QR-integrated capture system for instant prospect-to-advisor synchronization and centered on a comprehensive overhaul of both the Sales and Customer Portals. By digitizing profile creation and refining the user interfaces, the initiative eliminated manual data entry and modernized the workflow for both agents and policyholders.
Timeline
Project Polaris: From initial UX research and system architecture to final UI handoff for the website, sales portal, and customer portal (2023—2024).
Background
The initiative sought to replace fragmented, manual lead-capture processes with a unified digital experience. Project Polaris streamlined three key touchpoints: a lead-focused website, a QR-based profile creation system, and re-engineered Sales and Customer Portals. These enhancements focused on fixing interface inefficiencies for agents while providing customers with a seamless, intuitive environment to complete forms and manage their profiles entirely online.
A collaborative, design-led approach focused on identifying agent pain points and bridging the gap between physical lead generation and digital conversion through rigorous testing and stakeholder alignment.
Research & Planning
The process began after the Project Discovery phase with usability testing and interviews conducted specifically with insurance agents. These sessions provided critical insights into the friction points of the existing Sales Portal. Findings were then synthesized in close collaboration with Product Owners from all three portals, Project Managers, and key stakeholders to define the technical requirements for the QR-integrated lead system.
Design & Prototyping
Collaborated with the Product Design team to translate research findings into high-fidelity prototypes. The focus remained on simplifying complex workflows, such as digital form completion and instant profile creation. Designs were iteratively refined to ensure a seamless transition for leads and a highly efficient interface for agents managing those leads.
Final UI & Handoff
The project culminated in the delivery of the final UI for the website, sales portal, and customer portal. The end-to-end design solution and a scalable component library were presented to the entire Digital Transformation Team, establishing the visual and functional roadmap for the Polaris ecosystem.
Leveraged the existing design system and component library established during Project Discovery to create a high-efficiency digital ecosystem, focusing on feature-rich updates for the sales and customer portals to drive advisor productivity and client engagement.
Portal Enhancements & UI
Utilized the established Figma-based design system to ensure visual consistency while implementing advanced functionality. Key improvements to the Sales Portal included a progress tracker for real-time application monitoring, an optimized lead profile view, and an integrated quick quote calculator to expedite the sales process for agents.
Onboarding & User Experience
Enhanced the Customer Portal by introducing a dedicated onboarding dashboard, providing new policyholders with a clear, guided introduction to their digital account. These updates ensured that both existing and new customers could navigate their insurance journey with greater clarity and less friction.
Connected Ecosystem
Successfully bridged the gap between lead capture and policy management by unifying the interface across all three platforms. By focusing on feature-driven design, the solution transformed the portals into powerful tools that support the end-to-end journey for prospects, agents, and policyholders.
The project concluded with a successful handoff to the Digital Transformation Team, where the final UI solutions and strategic frameworks received stakeholder approval, paving the way for a streamlined development phase.
Strategic Alignment & Approval
Presented the final end-to-end designs to the entire Digital Transformation Team and key business stakeholders. The solution was recognized for its ability to bridge the gap between physical lead acquisition and digital processing, aligning perfectly with the company’s long-term digital-first objectives.
Optimized Agent & Client Experience
Validated the new Sales Portal features—including the progress tracker and quick quote calculator—through final-round reviews with agent representatives. The redesigned interface was projected to significantly reduce manual input errors and improve the speed of lead-to-profile conversion.
Design Readiness & Scalability
Delivered a high-fidelity design package that maximized the utility of the existing design system. By providing a clear, documented roadmap for the website, sales portal, and customer portal, the team ensured that the development phase could proceed with a unified vision and minimal design-related roadblocks.
