At Acenda Life I led User Experience Design for Replace Cover. The feature gives financial advisers a self-serve option for transitioning customers from older off-sale retail advised products onto current on-sale insurance products. 

The objective of the initiative was to reduce delays for customers, reduce process complexity for advisers and ensure advisers received the commissions they expect/need for the work required.

My role involved frequent stakeholder engagement, SME workshops uncovered key insights into structuring rules, including “partial replacement”, that guided prototype iterations and final design decisions.

The result was fully digitised and auditable process with improved commissions for transition advice on off-sale policies to support advice recommendation. The digital self-service cut processing by an average of ten days.