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Producer Portal for Lemonade

Introduction:

Lemonade relies on agencies and independent agents to onboard through an external portal. While functionally complete, the existing onboarding experience generated frequent support outreach, duplicate records, and incomplete submissions—indicating fundamental usability and clarity issues.

This project focused on improving the onboarding portal to reduce support dependency, increase completion rates, and clarify identity and account management, especially for smaller agencies and early-career agents.

Figma File

Discovery and Research

How Success Is Measured

The primary indicator of success was support volume during onboarding.

If agents repeatedly reached out during onboarding, it was a clear signal that the portal was not meeting user needs.

Key signals included:

  • Number of follow-up questions during onboarding

  • Frequency of email outreach

  • Abandoned or incomplete onboarding attempts

Stakeholders and Team

Stakeholders & Team

  • Onboarding team: 4 people

    • 3 directly support agents and agencies

  • Primary feedback source: email support conversations

This gave us direct insight into where users struggled most.

Problems:

  • Files in Sketch were scattered across multiple files and were paired with Abstract (version control system)

  • Before moving files from Sketch to Figma I had to understand what files are important and need to be moved and what files are either obsolete or don’t represent any value and no need in moving them to Figma

  • A new design system in Figma should be established and files in Sketch were supposed to retire

Impact:

Success Metric: Reduce support outreach and unnecessary email follow-ups during onboarding.

Finding a solution (Research, Concepting, Collaboration, etc.):

  • Talking to previous project owners to understand what are the most important files in Sketch that need to be kept

  • I had to go over each project in Abstract and understand what’s indie of each of the files and move them one by one to Figma

  • I created a table where I was updating statuses (moved, not moved, not needed) of each of the files after/before each manipulation in the Abstract library

Original Design Before Improvements

NPN Lookup & Identity Breakdown

Manual NPN Entry Alternative

NPN Found

Improved UI/UX

UI/UX Improvements:

  • Before: Agents abandoned onboarding, support tickets spiked, duplicate records were common

  • After: Clearer NPN lookup & error states reduced blocked progress

  • After: Users could save and resume onboarding

  • After: Internal team spent less time resolving onboarding issues

  • Success = Fewer Support Questions During Onboarding


Learnings:

  • Dealing with Abstract was pretty stressful and challenging due to constant crashes and bad organization