Improving policyholder service processes and experience in business clients on digital media

AGILE MANAGEMENT
NEW IMAGE
PROTOTYPING
RESPONSIVE DESIGN
MULTICLIENT

Functional and technological redesign of the FrontEnd and BackEnd of the Insurance Wallet application, which provides telephone assistance from a manager and self-service via internet or mobile for the policyholders of Marsh & McLennan business partners.

9 months

of collaborative work

18 remote

sprints

3 releases

to production

Insurance Wallet is the main digital tool of Marsh & McLennan for managing the operations of the American Express insurance business. The application administers around 400,000 policies with a monthly growth of 2,000 policies, as well as claims from policyholders that amount to 3,000 per month.

They are currently entering into negotiations with business partners such as Scotiabank and Falabella.

Babel won the tender for the agile implementation of the operational improvements to the BackOffice portal, the change in the image of the policyholder portal, and changes in the architecture and functions to manage its different business clients.

THE CHALLENGE

Insurance Wallet, from the traditional roadmap to the agile roadmap

The insurance business is ever-changing and competitive, so Marsh & McLennan needed to offer continuous assistance and the different requirements regarding the Insurance Wallet application with its business partners within committed deadlines.

Participation and acceptance of the operations and business area were a crucial factor in the adopting of an agile framework. Babel worked with them from the outset to promote the new method of work and map their requirements in an agile roadmap in line with the project backlog. This helped build trust and visibility of product evolution with the clarity of committed releases.

The adopting of the agile framework for the business and operations part and the combination with traditional IT governance processes were the main challenges BABEL faced in ensuring the success of project implementation.

WHAT AND HOW WE DID IT

Business, operations and technology with one goal

We trained and taught the business and IT areas of the project on the agile scrum framework.

We provided a multidisciplinary team to address the different aspects involved in the project: PO, Scrum Master, UX/UI, Developers, Testers, DTP and DBA.

We analysed all the policyholder and BackOffice processes to record the operation and define the new process workflows.

We redesigned the image of the policyholder portal to make it responsive.

Babel Multiexperience Development Marsh. Mockups with mobile and desktop application

01

Improving policyholder services
02

Improving claim handling processes
03

Improving the endorsement handling and policy change processes
04

Adding functions

for the insurance operations of different business clients and their policyholders.