Service Level Agreement Monitoring
As an insurance organization adhering to our service standards is a huge part of the competitive advantage. The company, however, had no effective way to monitor this without a significant amount of manual intervention. This led the Sales & Distribution team to partner with myself, and the Business Intelligence & Visualization team to build a new reporting tool. All images have been white-labeled for the purposes of this case study.
RESEARCH & DATA
I led a series of user interviews with our stakeholders to identify the key business question and requirements. I documented everything into a cohesive story map and user journey framework. Partnering with our Business Intelligence (BI) Developer, I worked to ensure that the data needed for this dashboard was available within the Data Warehouse before building wireframes and prototypes.
OUTPUT
The Service Monitoring dashboard report service results across the Underwriting umbrella (VP, directors, managers) to identify, analyze and communicate service trends to better equip leaders in making strategic decisions in promoting service that exceed the Service Level Agreement. This tool is used in broker meetings and 1-1 calls with underwriters to review and discuss service results. The automated dashboard was quickly adopted across the organization, saving 1.5 days of manual effort to compile results each month for the Sales & Distribution team.
Wireframe of Service Monitoring Dashboard - Enterprise Level
Wireframe of Service Monitoring Dashboard - Insurance Company 1
Global Filters of Dashboard
Wireframe of Dynamic Filtering Capabilities