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Producer Onboarding Portal

Introduction:

Agency onboarding in insurance is operationally heavy, compliance-driven, and often fragmented across tools (contracts, accounting, IVANS, E&O, document uploads). This project focused on designing a guided, self-serve onboarding experience that allows agencies to complete all required steps in one cohesive flow—without blocking progress or overwhelming users.

My role: Product Designer
Responsibilities: UX flow design, interaction design, UI design, edge-case handling, collaboration with product & engineering
Platform: Web (Partner Portal)

Problems:

Agencies onboarding onto the platform were experiencing:

  • Long completion times due to manual hand-offs and unclear next steps

  • Drop-offs caused by verification delays (e.g. agreement review)

  • Confusion around required vs optional compliance documents

  • Low visibility into progress across multiple onboarding requirements

The business needed a scalable onboarding solution that could support enterprise growth while remaining clear and trustworthy for agency users.

My role:

My role: Product Designer
Responsibilities: UX flow design, interaction design, UI design, edge-case handling, collaboration with product & engineering
Platform: Web (Partner Portal)

Goals and Success Criteria

User goals

  • Clearly understand what’s required and what’s next

  • Complete onboarding without external support

  • Pause and resume without losing progress

Business goals

  • Reduce onboarding time and support tickets

  • Ensure regulatory and compliance requirements are met

  • Support future onboarding steps without redesigning the core flow

Key Design Principles

  • Progressive disclosure
    Break onboarding into clear, manageable steps rather than one long form.

  • Non-blocking workflows
    Allow agencies to proceed where possible, even when verification requires back-office review.

  • Clear system status
    Explicitly show when an action is pending, completed, or under review.

  • Trust & compliance clarity
    Reinforce credibility around sensitive actions like contracts, payments, and document uploads.

Solution

1. Entry & Context Setting

Agencies land on a dedicated Agency Onboarding entry point, setting expectations upfront:

  • What onboarding includes

  • What information/documents will be required

  • Why these steps matter before agents can be onboarded

This reduces anxiety and increases completion confidence.

 

2. Step-Based Onboarding Framework

The flow is structured into clearly labeled steps:

  1. Agency Agreement

  2. Agreement Verification

  3. Accounting Information

  4. IVANS Information

  5. E&O Details

  6. Documents Upload

Each step:

  • Is visually represented in a progress indicator

  • Can be revisited or edited

  • Communicates completion and validation state

 

3. Contract Signing & Verification (DocuSign)

Agencies execute agreements directly within the portal via DocuSign.

Key UX considerations:

  • Embedded contract flow instead of redirecting users off-platform

  • Explicit loading and confirmation states

  • Clear messaging that verification may take up to 2 business days

When verification is in progress, the system:

  • Confirms submission

  • Allows the agency to exit safely

  • Sends email notifications once verification is complete

This prevents uncertainty and unnecessary support requests.

 

4. Accounting & Payment Information

Sensitive financial data (ACH, invoicing) is captured in a structured, validated form.

Design decisions:

  • Explicit confirmation fields (e.g. account number confirmation)

  • Grouping financial inputs logically

  • Separation between payment details and invoicing address

This minimizes errors while reinforcing security and trust.

 

5. Compliance Inputs (IVANS & E&O)

E&O coverage details are collected with clear date ranges, policy numbers, and provider inputs.

  • Required fields are clearly marked

  • Errors are surfaced inline

  • Progression is blocked only when compliance rules require it

 

6. Document Upload Experience

Required documents (W9, E&O, logo) are uploaded using a drag-and-drop pattern with clear format requirements.

Enhancements:

  • Immediate visual confirmation of uploaded files

  • Ability to delete and replace documents

  • Optional uploads (e.g. voided check) clearly distinguished

This reduces confusion and repeat uploads.

Onboarding Progress

Edge Cases

  • Agencies exiting mid-flow and resuming later

  • Verification delays without blocking other actions

  • Partial completion across multiple sessions

  • Required vs optional compliance documentation

  • Error handling for document format and validation failures

Outcome

  • Created a scalable onboarding framework reusable across agency types

  • Reduced ambiguity around verification and compliance

  • Enabled agencies to complete onboarding independently

  • Improved system transparency and trust

This design laid the groundwork for faster partner activation and reduced operational overhead.

What I’d Improve Next

  • Add inline help or contextual tooltips for compliance terminology

  • Surface estimated completion time per step

  • Introduce a dashboard view for onboarding status at scale

    Updated desktop design re-built with new components in FIgma

    E&O Section

    Documents

    Bulk Producer Onboarding