Progressive Insurance - BB Agency

Progressive Insurance —

Streamlining the digital experience for one of the biggest insurers in the US.

Progressive

With 80 years of experience and 40,000 employees Progressive is the third largest auto insurer in the United States.

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Headquarters

Mayfield Village, OH,
USA

Industry

Insurance, Insurtech

Company size

40,000+

Known worth

~$54.26B

Services we provided

  • Product design
  • Prototyping
  • Frontend development

The client

Established in 1937, Progressive is one of the largest insurance companies in the US, providing car, home, life insurance and more to millions of customers in every state.

Problem

Progressive invited us to join forces with their in-house teams to reinvent one of their most critical (and complicated) digital infrastructures — the quotation engine. Progressive wanted to improve the user experience of obtaining and managing quotations for both employees, agents and customers.

The solution

Acting as an extension of Progressive’s team, we worked to design, test and iterate hundreds of different UX and UI solutions for both the internal agent-facing and customer-facing quotation interfaces.

Progressive website.

Our successful working partnership recently led us to redesign and relaunch Progressive’s website, which boasts more than 40 million yearly visitors. With the overall goal of increasing quote requests, we addressed the navigation structure, information architecture, and content modules.

We introduced a new design language to primary pages, allowing us to modernize the look and feel of the site whilst staying faithful to the familiar Progressive brand.

Agent’s quotation app.

Progressive’s 30,000+ insurance agents use this in-house product all day, every day, to build quotations and manage customer relationships.

Whilst agents were very familiar with the current flow, it wasn’t a joy to use. Clunky, dated and unintuitive, it was in serious need of a facelift. We succeeded in modernizing the whole experience, whilst retaining core aspects of the existing flow so as not to disrupt hardwired user habits. The redesigned UI is brighter, cleaner and calmer and the new UX makes it simpler to onboard new trainees.

We achieved this upgrade with minimal disruption to the agent’s workflow through a rigorous process of iterations and prototype testing on real agents, to ensure they would be happy and comfortable with the new design.

Homeowner’s quotation web app.

As anyone who has ever shopped for insurance knows, getting accurate quotes can be time-consuming. Due to the complicated nature of home insurance, Progressive ask shoppers to answer more than 60 different questions about their property when signing up.

To simplify this process, we first addressed the UX, breaking down the questions into smaller, bite-sized sections, and visually charting the user’s progress step-by-step. Then, we introduced autofill functionality. By linking Progressive’s system with localized US housing data, we realized we could save users additional time by pre-filling certain property info, using only an address. Finally, we created a fully responsive environment, optimized for multiple devices and platforms. After months of work we successfully launched the home quoting app in 2017.

30K+ — agents using the Progressive quoting app daily.
We’ve done user testing and focus groups for the designs created by BB Agency. The results show that, nine times of ten, their work is outstanding.
Tom Nolan Experience design & Innovation leader at Progressive Insurance

The result.

Progressive are known to pride themselves on the quality of their digital experiences. This, coupled with insurance being such a complicated product and with so many users to consider, rigorous testing and iterative design was absolutely essential to the success of our work in this partnership. User testing and focus groups across the board reported a 90% satisfaction rate with our solutions.

90%

satisfaction rate during user tests and focus groups

30.000

agents using the quoting app daily

5+ years

of ongoing partnership

Our services

Human Experience Design

  • Style exploration
  • Creative direction
  • User Interface design
  • Product design
  • Marketing website

Development

  • Front-end development
  • High fidelity prototyping
  • Optimization and testing

“#86 on Fortune 500 for 2020. Progressive had a big year: With revenues climbing 22% year-over-year, profits jumping 52%, and more than 4,000 new employees hired.”

— Fortune 500

“For Agents Only (FAO) Portfolio quoting, a multi-million-dollar rebuild of Progressive’s industry-leading quoting platform.”

— Progressive company news

“#49 in Fortune 100 Best Companies to Work For® 2020.”

— Fortune.com

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