OUR APPROACH
Research started with the people who used the system differently. Buyers, brokers, underwriters, service teams, and leaders did not need the same information or actions. The team used interviews, market research, usability review, and audience segmentation to understand those different needs.
That led to three priorities:
• Make search easier. Bring the most important property search tools closer to the start of the experience.
• Match information to the user. Organize content and functions around different customer and employee needs.
• Connect digital and operational work. Support brokers with mobile access while using analytics and testing to improve the customer experience.
Heat maps, analytics, experimentation, and user feedback helped guide continued improvements.
