Areas of work:

UX research, Service Design, Digital experience, Communication design, Business model analysis

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Overview:

Covered by SAGE​ 

Covered by SAGE is a tech-enabled insurance brokerage company headquartered in Atlanta, Georgia, US. This fast-growing tech company is revolutionizing how insurance agents operate in terms of acquiring clients and servicing the insurance policies sold by them.

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My role in the company:

Service designer

As a service designer with Covered by SAGE, my role was primarily to analyze the current service model of Covered by SAGE for its insurance agents. I have been responsible for conducting research to capture the experience of these agents at every service touchpoint as well as their experience during the interaction with their clients and other stakeholders outside the service. To do this I conducted multiple interviews across and outside the organization to gather feedback on the current service delivery and other factors that impact the agent. Also, since the insurance agents joining Covered by SAGE transition from traditional paper-work operation to digital operation mode, my role entailed looking at the different pain-points of agents while using technology and providing relevant solutions to ease the process and enhance their digital experience.
 

I have also collaborated with the management, product and tech team, visual designers, and other stakeholders for multiple tasks such as community building, business model analysis, logistics, new product development, visual design and branding so far.

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Some of my many takeaways from the experience so far:

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• The global context of the company operation gave me a chance to undertake extensive and interesting research and a chance to find a way through unfamiliar constraints.

•  I had the opportunity to work with key stakeholders of the company and understand their vision, goals, and values for the company. I learned the importance of aligning every task to the vision of the company and its people.

• A chance to collaborate with people from across boundaries and time-zones taught me to be adaptive and I also discovered ways of effective virtual collaboration. 

• I was able to polish my secondary skills through team interaction and activities which has encouraged me, even more, to keep learning as much much I can.