GEICO Insurance Experience Platform
Transforming Insurance Complaint Management Into a Structured, Efficient Agent Experience
89%
Task Completion
40%
Time Reduction
78%
User Satisfaction
85%
Adoption Rate
GEICO's complaint management system handled high volumes of customer interactions, but agents were navigating a fragmented legacy portal that slowed resolution times, increased escalation risks, and caused inconsistent customer handling across the call-center operation.
Led UX sprint reviews and facilitated stakeholder workshops alongside building the Vue.js component architecture in parallel with design. Focused on reducing agent cognitive load and simplifying the resolution workflow without compromising compliance requirements.
Redesigning a high-stakes enterprise complaint management platform with strict integration constraints, compliance requirements, and diverse user groups ranging from frontline call-center agents to senior adjusters — without disrupting live operations.
Delivered a unified complaint management platform with intelligent ticket routing, real-time SLA tracking, structured communication templates, an integrated knowledge base, and a clean agent workspace that eliminated context-switching between systems.
Improved complaint resolution times and agent efficiency. Reduced navigation complexity, simplified ticket handoff between teams, and improved customer handling consistency across the call-center operation.
How We Solved the Problem
Workflow & Pain Point Audit
Analyzed complaint ticket data and conducted agent interviews to identify systemic bottlenecks, escalation patterns, and the highest-friction steps in the complaint handling flow.
- Data analysis
- Agent interviews
- Workflow documentation
- Escalation mapping
Experience Strategy
Defined a dual-track design strategy addressing both agent efficiency and resolution quality — establishing design principles that balanced speed with compliance and consistent customer handling.
- Design principles
- Success criteria
- Stakeholder alignment
- User stories
Vue.js Design System & UI
Built a reusable component library in Vue.js with Storybook documentation. Designed the complete complaint management interface with ticket views, SLA indicators, and communication templates.
- Component library
- Storybook setup
- Design tokens
- High-fidelity UI
Agent Validation & UAT
Conducted moderated testing sessions with call-center agents and adjusters. Iterated on workflow steps based on real operational feedback, then supported UAT with the operations team.
- Usability testing
- Agent feedback sessions
- UAT support
- Design QA
Conceptual Designs
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Concept designs available
Agent Dashboard
Unified complaint management workspace with ticket queue and SLA status indicators.