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Currently inIsrael, insurance agencies use several software for their daily work due to the habits of employees and agencies.
The result is a lot of mess, software that does not fully meet the needs of the organization, work being done on different platforms and a significant disadvantage in preserving organizational knowledge and creating organizational data.
Together with company employees and other agencies that joined us, we embarked on a journey to understand the needs of the market, how the current work system can be improved and what is worth preserving. We started creating from scratch a complete CRM for managing day-to-day work, solving processes that worked cumbersomely and creating new processes that workers dreamed of.
The goal was to create a new CRM that reflected the needs of employees in the insurance industry and served as the new main work tool.
There were several software that insurance agents used to manage their day to day work and for other various purposes.
The challenge was to explore in depth the needs of potential users, research the existing software on the market, cumbersome forms of work along side efficient and effective forms of work. To unite all the systems into one system, to improve existing processes but without turning the daily work into something unfamiliar and far from the existing situation.
It was very clear that the potential users were employees of the various insurance agencies.
SuperBit must have sales potential as well as real use and therefore must meet the actual daily needs of users.
Me and my team researched, questioned and tested over 70 employees from 15different agencies and began to draw conclusions.
Along with user research, we examined in depth the use of existing software (5 common software) and discovered a large variety of existing forms of work alongside things that users would like the new CRM to contain.
We researched the needs of the users, researched and tested the existing software. We then mapped all the processes required for the employee in one software, existing ones that needed redesigning and those that did not exist yet but came up in the research as a real need.
We were facing a long process of building SuperBit and a number of teams were put to work on different parts of the system.
Each team worked on a number of processes but, in order to maintain a uniform language, we first had to build a design system.
A design system is the single source of truth which groups all the elements that allow teams to design, realise, and develop a product. The benefits of this are:
An example of a particular part of the overall process of working in sprints and division into teams:
A work cycle that begins with the specification of the specific module, Wireframes drawings, user testing, proceeding to the design process and testing of concepts and then beyond development.
Each cycle was based in depth on each initial research phase.
