Agent Efficiency &
Insurance Integration.
Integrating a new device insurance product into an information-dense enterprise platform used by over 100,000 Vodafone customer agents — without increasing cognitive load or slowing down response times.
Vodafone agent platform — insurance integration flow
A new product, an already saturated screen
Vodafone wanted to launch a new device insurance product — "Over the Top" insurance — for customers who had bought devices outside Vodafone stores. The opportunity was clear. The challenge was delivery.
The enterprise agent platform was already dense with information across six distinct customer journeys: package updates, upgrades, change of ownership, and more. Adding another product on top risked overwhelming agents who were already working at speed.
Stakeholder workshops first, then frontline agents
I started with a cross-functional workshop bringing together the Product Owner, Business Analyst, Propositions Lead, Solution Architect, and Tech Designer. Together we mapped the existing six customer journeys and identified where the insurance product would conceptually sit within each.
This wasn't just alignment — it was a shared artefact that everyone could reference. The user flows built in this session became the backbone of every design decision that followed.
Stakeholder and journey mapping matrix — built collaboratively in workshop
I then conducted interviews with three frontline customer agents. These were the people who would actually use this every day under time pressure. Their insight was direct and practical — and it confirmed the cognitive load concern was real, not theoretical.
User flow — insurance integration points mapped across all six customer journeys
Why progressive disclosure was the only answer
Progressive disclosure mechanism — insurance only surfaces when contextually relevant
One button. Six journeys. Zero disruption.
The final solution centred on a single, intelligently activated button — "Check Device Insurance Eligibility" — that became the entry point for the entire insurance flow without ever cluttering the primary agent screen.
Before activation (left) — clean primary screen. After activation (right) — eligible devices and options revealed.
On activation, a focused overlay displays the customer's eligible devices and their relevant insurance options — no unnecessary information, no new mental model required. The agent can check eligibility, present the right option, and close out the interaction without breaking their rhythm.
This integration was deployed consistently across all six high-volume agent journeys, meaning the same interaction pattern worked whether the customer was upgrading, changing ownership, or updating their package.
Raising the bar for the team around me
Alongside the delivery work, I invested time in building the capability of the designers around me — creating resources that outlasted the project.
A new product launched. Agent efficiency maintained.
The insurance product launched successfully across the Vodafone agent platform — a significant business milestone. More importantly, it did so without disrupting the workflows of 100,000+ agents.