Digital Services Deep

Dive Update

Digital Services
August 25, 2015

2015 CSAA Insurance Group. Confidential and proprietary.

Agenda - UPDATE
Preface

xxx

Objectives and Approach

xxx

Key Findings

xxx

Next Steps

xxx

Appendix

xxx

2015 CSAA Insurance Group. Confidential and proprietary.

Agent Portal v.1 and Insurance Portal v.2

Current state and future state

2015 CSAA Insurance Group. Confidential and proprietary.

Agent Portal v.1 and Insurance Portal v.2

Quick review of Agent Portal version 1

Review summary of work/research weve done in the field to form objectives to

move to version 2

Overview of Insurance Portal version 2

Demo of Insurance Portal v.2

Change management schedule to migrate from version 1 to version 2

2015 CSAA Insurance Group. Confidential and proprietary.

Agent Portal Today

Using WEF IBM Portals

Limits ability to support mobile
responsive capabilities
Uses Portlets
Does not support multiple view
Agents have provided feedback too
many clicks required to navigate the
site
It is not completely brand compliant
Quick demo

2015 CSAA Insurance Group. Confidential and proprietary.

How we determine changes and priority of changes

User Research Designer lead
research using several study
methods to collect feedback.
*See Appendix for examples
Incidents - If an incident is
opened but results in a working
as design outcome, but is
causing increase call volume or
confusion then it is added to our
backlog
Advisory Board meetings
feedback
Stakeholder feedback sessions
The backlog is used to tracked
number of reports to quantify
need for change SharePoint
Link: http://
aaagateway/sites/pmo/Projects/DigitalServi
ces/Agent%20Portal%20Digital%20Services/Ag
ent%20Portal%20Work%20In%20Progress/TDC%20
and%20Agency%20Feedback_V%203.0.xlsx

2015 CSAA Insurance Group. Confidential and proprietary.

Insurance Portal Benefits and Updates

Insurance Portal V2
Mobile Responsive (Access from any
device)
New look and feel, using existing
functionality
Uses new backend technology,
increasing future enhancement
capabilities
Includes the renaming to Insurance
Portal
Real-time policy search for PAS new
business policies and Eastern Region
search integration
Payments using AMEX/Discover
Introduction to Eastern Region and
NCNU clubs
Access for IG Support Users (TDC
access)!
Updates/Upcoming
Engagements
Work continues to refine target rollout
schedule dates
Phase 1 - targeting mid September
Eastern region Events, Forms and
Documents
Improved News & Alerts (aka Partner
Communications) - Late Q3
TDC
should
available
upon rollout
2015access
CSAA Insurance
Group. be
Confidential
and proprietary.
7

New - Insurance Portal Dashboard

2015 CSAA Insurance Group. Confidential and proprietary.

Insurance Portal Club Rollout Plan

Dates Tentative

Last Updated
08/5/15

Phase 1 Initial
Launch

Phase 2 Launch to clubs not on IP

September/October
Transitioning from
IP V1 to V2

October/November
New Launch IP V2

November/December
New Launch IP V2

December/January
New Launch IP V2

Internal Users Agency

Support

*NCNU UT (Transitioning)

*Mid Atlantic (DE, DC, MD,

NJ, PA, VA) N. NJ, N. PA

*NCNU CA

W.C. New York

Allied (CT, IN, KS, KY,

OH, VA, WV)
S. PA, S. NJ

Schuylkill, C. PA
*NCNU NV
*Launch order TBD based on
club feedback

Phase 3 Big Bang Transition Remaining Clubs

Q1 2016 Transitioning from V1 to V2
Akron, AZ, Findlay, CO, Hoosier, ID, MT, Northway, NW Ohio, OAC, OK, OR, SD, SNE-AAA North-East, WY,
Independent Agents

Phase 4 Decommissioning of old URL

Q2 2016
2015 CSAA Insurance Group. Confidential and proprietary.

Appendix

2015 CSAA Insurance Group. Confidential and proprietary.

10

Agent Portal v.1 and Insurance Portal v.2 Research Details

GCC Call Center and Oregon

Branch visit 8.4.15

Contextual Inquiry_Ver1 _2015_August.zip

Agent Portal Uplift Study

findings 1.23.15

Wants and Needs study

11.1.14

2015 CSAA Insurance Group. Confidential and proprietary.

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Timeline

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2015 CSAA Insurance Group. Confidential and proprietary.

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2015 CSAA Insurance Group. Confidential and proprietary.

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 2015 CSAA Insurance Group. Confidential and proprietary.

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