Enterprise tool
Umbrella
Modernizing Insurance Operations
Client
Policygenius
Role
Lead Product Designer
Collaborators
JP Park (Product), Sunny Mistry (Eng)
Problem
When Policygenius expanded into home and auto insurance, they faced a critical operational challenge. Their existing tools were built for life insurance and couldn't handle property and casualty insurance workflows. The business was literally running on Google Sheets – including one sheet that served as the canonical record of all in-force policies. This manual approach was not only inefficient and error-prone but presented a serious scaling limitation for a rapidly growing insurance business.
Approach
Working closely with our team of ~100 agents, we mapped out their daily workflows and pain points. Instead of trying to force-fit home and auto insurance into the life insurance model, we needed to understand the unique requirements of this business line. We identified that the immediate priority was establishing a secure, structured system of record, but the solution needed to support the entire policy lifecycle.
Solution
We evolved the Umbrella platform through a series of targeted improvements. The first major release introduced a structured "Bind Policy" workflow that allowed us to retire the infamous Google Sheet. We followed this with a "Policy Overview" that gave agents a clear picture of each case's status and remaining work. Each improvement built on the last, gradually transforming manual processes into structured, digital workflows.
Impact
2x revenue growth
enabled by increased efficiency
The new system revolutionized how Policygenius handled home and auto insurance. Manual data entry was replaced with structured workflows, reducing errors and improving efficiency. Agents could clearly see the status of each policy and what needed to be done next. Most importantly, we established a secure, scalable foundation for the business to grow upon.
