UX Design for Insurance Technology PlatformFeatured Review
- UX/UI Design
- $50,000 to $199,999
- Oct. 2021 - Ongoing
- Willing to Refer
“They understand the importance of UX within a broader organizational context, which is really powerful.”
- Financial services
- 11-50 Employees
- Phone Interview
Cozy Design, Inc. is the UX design partner of an insurance technology company. They’ve worked alongside the engineering team on various projects to improve their platform’s functionality from a UX standpoint.
Cozy Design, Inc. successfully redesigned the user-facing app of the client’s platform, achieving 35,000 app updates within the first week of launch. The team is instrumental in providing innovative solutions to UX challenges, and their communication, flexibility, and responsiveness have been great.
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the director of product at Glovebox, an insurance technology company working to improve the customer experience of shopping for, using, and managing insurance policies.
OPPORTUNITY / CHALLENGE
What challenge were you trying to address with Cozy Design, Inc.?
When I first joined Glovebox, we had some technology built out. We were working with paying customers and insurance agencies that were purchasing our software, but we had major holes in our platform. We originally launched our product as a mobile app with some backend technology to connect it to carriers so that they could see users’ insurance policy information and documents. However, we didn’t have a formal platform facing those insurance companies, and our product had functionality gaps because of that, so we hired Cozy to help us work those issues out.
What was the scope of their involvement?
Cozy has been instrumental in helping us figure out major pieces of functionality for our platform. They’re in charge of the UX design using Figma, so they’re essentially our design team and collaborate with our development team to develop those features.
Now, we have a consumer-facing app, a B2B web portal, and an internal administration panel. The app itself is both for iOS and Android, and it has a responsive web version as well. It is a very complex platform that touches on a lot of different areas.
The way our workflow works is as follows: I’m in charge of prioritizing projects and tasks, and I provide Cozy with a brief of the requirements for each of those projects and tasks. Then, they work with our development team to come up with a solution for the UX side of things.
As for the specific projects we’ve worked on, I have two great examples. For one project, we redesigned our consumer-facing app and relaunched it. Before Cozy joined the project, we had another vendor working on the redesign, but we weren’t happy with the outcome. Once we brought Cozy, they redesigned the app within two months.
For the second project, Cozy has been working with us on a wide-ranging update across our platform. This update will allow us to handle not only personal insurance policies but also commercial policies.
What is the team composition?
I’ve worked with two main people from Cozy: Leanna (Design Director) and Meng (Designer). Lee (Founder & CEO) has also been participating in the project, weighing in and helping out with strategic decisions. Additionally, we’ve worked with Abigail (Producer), who assists with logistics and schedules meetings, and a couple of other people who get in and out of the projects as needed, including Katie (Designer) and a new project manager.
How did you come to work with Cozy Design, Inc.?
We weren’t happy with the results we were getting from our previous design agency, so we decided to look around and ask for recommendations. A friend of mine who also has a UX design background recommended Cozy.
We also talked with a couple of other design agencies, but Cozy seemed to be the best fit for what we were looking for. They had done design work for banking and financial clients with complex UX, as well as some UI design for laboratory software. Therefore, they seemed to be comfortable with diving into an industry where they didn’t have domain knowledge and learning what needed to be known in order to deliver a good design solution.
How much have you invested with them?
A few months after signing a contract with Cozy, we increased our monthly spending with them because we needed more capacity. Now, we pay around $12,000 per month. In total, we’ve spent around $150,000.
What is the status of this engagement?
We started working together around October 2021, and our engagement is ongoing.
RESULTS & FEEDBACK
What evidence can you share that demonstrates the impact of the engagement?
The app redesign has been very well received. We had around 35,000 users updating their app within the first week of launch, so we’re very happy with the outcome of that project.
Overall, Cozy has been awesome to work with. I believe they didn’t have prior insurance domain knowledge, so we’ve been teaching them a lot about insurance. As a result, they’ve been solving UX problems and coming up with innovative approaches to how the information should be presented to agents, customers, and business partners.
How did Cozy Design, Inc. perform from a project management standpoint?
I’m very happy with Cozy’s project management, and we haven’t had any issues with budget management so far. They’ve kept a very reactive role in the project, where I tell them what we need to work on next. Still, they’re eager to start pinpointing opportunities for us to build towards, as we want to evolve our engagement into a more design-led approach. Additionally, they’re very good at giving us visibility into what they’re working on and when we will deliver.
We usually communicate via Slack, and we have a 30–45-minute weekly call to sync up on standing projects. Throughout our engagement, we’ve used different project management tools. Initially, we used ClickUp, and we’re now experimenting with Monday. Still, we’ve been able to keep projects managed by using Figma and communicating regularly.
What did you find most impressive about them?
I value Cozy’s ability to come into an industry where they don’t have a lot of background knowledge, grasp the knowledge we’ve provided them, and turn around a solution that matches and dovetails with our needs. They don’t just focus on UX design, but on top of that, they understand the importance of UX within a broader organizational context, which is really powerful.
I really appreciate the fact that Cozy is very eager to do more than provide design deliverables. They want to get ahead of our product roadmap and start figuring out how to solve now some of the problems on the horizon. Additionally, they’re very responsive and flexible. For example, we suddenly came up with branding guidelines, and Cozy was on top of updating any designs they had already done to meet those guidelines.
Are there any areas they could improve?
Once we start working on parallel projects and having them work on more than one project at the same time, it would be nice to see Cozy stick with a project management system to track everything. So far, they’ve been great at providing us with estimates and as much information as needed, and we haven’t required a project management tool because we work on a project at a time. Still, as our workload increases, we will need to start using a project management tool.
Do you have any advice for potential customers?
If you can do it, give them broad access to your data and the freedom for them to explore and figure out the most impactful design projects for you instead of just telling them what to do. I feel like we haven’t used Cozy to their maximum potential due to how our company is structured, but they would work best if they take the lead instead of just following instructions.
Service & Deliverables
"Everything is tightly designed and delivered."
On time / deadlines
"We’ve never wondered what they’re working on."
Value / within estimates
"We have an experienced team that has covered a lot of ground and delivered valuable work for the cost of one employee."
Willing to Refer5.0
"I’ve already recommended them.