Speaker: Erin Easter, Jason Kirchgessner, Aaron Wagner

In 2023, COUNTRY Financial expected to redesign its online quoting applications for auto and home insurance. What it didn’t expect was that it would totally recreate its customer experience, user experience, and design processes along the way. In this presentation, we’ll learn how COUNTRY redefined its User Experience Design Playbook over the course of their quote redesign efforts. We’ll review how COUNTRY User Experience partners with value stream owners, business partners, and developers throughout design. We’ll also learn more about COUNTRY’s repeatable design process that includes six stages: Strategy, Discovery, Definition, Design, Implementation, and Measurement phases. Finally, we’ll talk about lessons learned along the way and how this process is being rolled out to additional efforts in the company.