85% reduction in workflow complexity.
Impact
Reduced a 21-step State Farm agent mobile app workflow to 3 steps enabling Multi-ID delivery in an efficient simplified action.
Agents regained time. Friction was eliminated. Adoption followed.
Agents regained time. Friction was eliminated. Adoption followed.
Problem Statement
Sending ID cards, State Farm agents’ most frequent customer request, was buried in a fragmented mobile experience, requiring repetitive navigation and restarting the flow for each vehicle.
The Solution
⚡︎ Re-architected the information hierarchy to surface ID cards directly
⚡︎ Designed a single flow for selecting and sending multiple ID cards at once
⚡︎ Enabled rapid follow-up (“Send another card”) without restarting the task
⚡︎ Designed a single flow for selecting and sending multiple ID cards at once
⚡︎ Enabled rapid follow-up (“Send another card”) without restarting the task
Simplified UX replaces repetition in ID delivery
Visual clarity introduced moments of delight into routine tasks
A system-level view revealed structural redundancy and misaligned UX patterns
