Elevance Health, Inc.
Context
As Broker Plus scaled, insurance brokers increasingly relied on the mobile experience to track applications, monitor commissions, and understand earnings in real time. Commission data was fragmented, slow to update, and difficult to interpret, forcing brokers to navigate multiple screens to see what was earned, pending, or paid. This reduced trust in the platform, increased reliance on support, and made improving transparency and workflow clarity essential to restoring confidence and positioning Broker Plus as a broker-first experience.
Challenge & Problem
Brokers struggled to track and understand commissions due to fragmented data and limited visibility across the platform. Critical information was spread across multiple screens, increasing cognitive load and reducing confidence in earnings accuracy. The absence of real-time updates and easy access to historical data also made forecasting and financial planning difficult, highlighting the need for a clear, timely, and easy-to-understand commission tracking experience.
The challenge was to improve transparency, usability, and confidence in the Broker Plus mobile platform. I was tasked with redesigning the experience so brokers could quickly access up-to-date earnings, understand breakdowns, and view historical trends while minimizing cognitive load and supporting payment rules. This required translating complex financial data into clear, actionable information and validating the design through iterative testing and user feedback.
"It's tough when commission updates are delayed/ I need real-time info to plan my finances ad stay confident in my work."
"The payment breakdowns aren't clear, so I often spend extra time just trying to figure out what I actually earned."
"Accessing past commission data feels clunky, which makes tracking trends and forecasting a real headache."
Approach & Rationale
I focused on simplifying complex commission workflows while maintaining accuracy and alignment with business rules. Key earnings metrics were surfaced upfront, and historical data was made easy to access, reducing cognitive load and helping brokers understand their income at a glance. Interactive prototypes and broker feedback guided iterative refinements, ensuring the mobile experience supported faster, more confident decision-making while keeping real-time data accurate and actionable.
Trade-offs were guided by technical constraints and the need for reliable, up-to-date information. I prioritized actionable insights over visual complexity, balancing usability with platform and backend limitations. This approach ensured the redesign was both scalable and feasible while delivering meaningful improvements to broker confidence, efficiency, and workflow satisfaction.
Execution & Key Activities
I led the redesign through a user-centered, iterative process focused on workflow clarity, usability, and real-time data reliability. Broker feedback and usage patterns informed low-fidelity concepts, exploring layout, hierarchy, and navigation flow.
Interactive prototypes were developed to test usability, workflow efficiency, and how real-time and historical earnings data were presented. Multiple rounds of broker testing validated that screens aligned with mental models and supported faster, more confident decision-making.
Mid-fidelity screens improving real-time commission tracking, application monitoring, and broker workflows.
I collaborated closely with engineering throughout, ensuring designs were feasible, accurate, and scalable. Balancing usability with system constraints and business rules allowed the redesign to improve workflow efficiency, transparency, and broker confidence.
Impact & Key Outcomes
The redesigned Broker Plus experience improved clarity and confidence around commission tracking, helping brokers quickly understand their earnings and manage clients with ease. By addressing long-standing friction caused by delayed updates and unclear breakdowns, the product evolved from a reactive tool into a reliable, day-to-day workspace. Real-time updates and clear breakdowns enabled brokers to make informed decisions efficiently, while streamlined navigation and easy access to historical data reduced cognitive load and minimized support inquiries. Iterative testing and close collaboration with engineering refined workflows, ensuring scalable and feasible solutions.
Improved Broker Confidence: Real-time commission updates and clear breakdowns reduced uncertainty and supported faster decisions.
Enhanced Usability: Simplified navigation, clear hierarchy, and easy access to historical data made the experience more efficient across devices.
Team Alignment and Delivery Efficiency: Iterative testing with brokers and engineering collaboration refined workflows faster and ensured scalable solutions.
Stronger User-Centered Design Foundation: Research-driven insights informed future improvements and set standards for broker-focused features.
Reduced Support Burden: Clear commission data freed support teams to focus on higher-value issues.
“I love that I can get ID cards easily and can view all my client information." - App Store
"The dashboard gives a quick overview in one place, showing commission earnings at a glance."- App Store
"See a summary of your commission earnings right on the dashboard."- Google Play
Live updates gave brokers immediate visibility into earnings, reducing stress.
Presenting earnings in a digestible format made performance easy to understand.
This project confirmed that small improvements in clarity, access, and feedback can have a significant impact on user confidence and efficiency. For the team, it reinforced the value of user research, iterative testing, and close collaboration with engineering.
This project confirmed that small improvements in clarity, access, and feedback can have a significant impact on user confidence and efficiency. For the team, it reinforced the value of user research, iterative testing, and close collaboration with engineering.
These awards recognize the impact of our design work elevating usability, accessibility, and the quality of digital healthcare experiences at scale.
Visual & Interaction Design: Design intuitive, accessible interfaces that balance usability, clarity, and visual polish.
Prototyping & UX Strategy: Use rapid prototyping and research-driven insights to shape product direction and inform decisions.
Design Systems & Collaboration
Build scalable systems and work closely with engineers and stakeholders to deliver cohesive, high-impact solutions.
