Chubb Agent Personas

As a senior user experience designer at TandemSeven (2016), I was assigned to a project with Chubb Insurance to better understand the needs of the agents who sell its property and casualty insurance and create personas. From this experience, I learned about the insurance industry, agents relationships as well as the insurance sales cycle. This knowledge has served me well in later roles, such as product design lead at MassMutual.

After conducting 19 interviews — including 7 stakeholder interviews and 12 agent interviews, we distilled a meaningful set of recommendations, shared traits and findings. The following images have been redacted to protect the intellectual property of the client.

In synthesizing the information collected, we were able to better understand the process of selling P&C insurance as well as create three discrete personas with motivations that vary by the complexity of cases that they sell. Premium is a good indicator of complexity. Images redacted.