The confidential information in this case study has been altered.
“ How to define the information set for channel from scratch, also, how intact the info has no functional action should be? “
Research & Ideation
Channel setup is the first step in distribution operations. To grasp the concept of channels, apart from going over PMs’ preliminary research on competitors, I also broke channels down by aspects they mainly support for our clients, such as business, user, and system.
Business The main purpose of a distribution channel is to sell insurance products, which means the products and channels would be primary settings, such as product types, contact person, contract documents, licenses, payment details, and currency. User Distribution operations would be run by channel managers from insurance companies or representatives, finances who manage the compensation records, and insurance companies’ admins who approve important changes to channels (may not in the module). System With convention of this company’s core platform, settings such as name, code, status, and tags to manage different channels were basic. They were mostly used for tasks such as assigning managers, comparing channels, and combining commission records.
Wireframe
At first, I tended to keep minimum amount of information of contact person and payment detail given that this company’s core platform didn’t provide phone call and online payment actions while this information were also kept in paper contracts.
Also, end user’s primary focus will be on the schedule configuration, having them to key in thorough information field by field for channels means a long process to cross-check documents and their key-ins. Originally, I believed it may not be necessary.
Verification
“ Consultants — Could you make sure the filling-in of channel info was as thorough as possible? “
During the presentation, I noticed it was quite interesting that consultants all suggested to have more thorough information kept in their own fields, such as contact person’ titles, positions, first name, last name, address, different phone numbers and different email address.
They said: ”It’s convention” when I asked about the concerns. To present a professional image and gain trust sooner from partners and customers was always the top principle in this rigorous industry. Also, they were mostly trained to be meticulous since MONEY was the main products.
The convention to keep thorough information not only provided a considerate approach engaging in partners and customers, but also set up a cautious practice dealing with numbers and money when small mistakes could cause disastrous result to the business.
Therefore, I cross-checked the feedback of the same info with different consultants, to verify that all provided info was accurate and required. In this process, I started to gain better and better understanding of how insurance experts think and how insurance industry operate.
Mockup
I provided the information as thorough as possible, such as a whole section for organization details, phone numbers with different labels, people with specific titles and positions, and payment methods that allow setting one as primary.
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