Policy Crusher
Watching agents quote customers, I kept seeing the same friction points repeat, too many clicks, dense forms, and no feedback while the system worked. The goal wasn't to redesign the screens. It was to design a smoother way to work.
The agent dashboard, home base for an agent's day: monthly goals and progress toward them, the leads they're working, and any tasks or alerts they've set up.
The work
Observation
Click-heavy steps, dense forms, and silent waits created hesitation. Agents were capable — the software was getting in their way.
Insight
The problem wasn't effort. It was confidence. Agents needed fewer decisions per step, and timely feedback to keep momentum through a quote.
Intervention
I designed the seams: progressive disclosure to trim inputs, inline validation to catch errors early, optimistic UI with background polling and safe rollback, and recovery paths that never dead-end.
Systemization
Reuse up, defects down, after rolling out a tokenized design system across pods and co-branded sites.
The quoting application. The right-hand rail carries what an agent needs mid-call — program details, cross-sell opportunities, and the lead's local weather.
The report builder. Every available field is selectable, and a sample of the result renders before the user runs the real query.
"A delight to use."