Liberty Mutual Manager Hub
The problem
In order to meet customers where they are, Liberty Mutual created an in-house SMS messaging platform. As the platform scaled across our claims organization, reps were sending over 5M texts annually. Their managers, however, did not have easy access to real time data.
How design solved it
Before I started designing an experience, I met with the development group I’d be partnering with to understand what data was already being captured and a subset of rep managers to find out what data they wanted to see. Managers were most interested spot checking conversations, monitoring simultaneous conversations and intervening if a claim needed to be escalated.
The dashboard I designed is meant for easy scanning but still supports more complex tasks like reading and transferring conversations.
What made this possible: design thinking sessions and interviews with rep managers
Collaboration partners: claims management, messaging team, product owners, content strategists and developers
The results
Rep adoption of the SMS tool increased to over 65%.
Better coaching and training opportunities
