Kin built Kintranet, an internal policy administration system used by agents to quote and sell insurance policies. As an insurance carrier, the platform needed to balance speed, accuracy, and risk management.

When I took ownership of the product, agent satisfaction was around 10%. To understand why, I conducted 1:1 interviews with 15 agents and identified a key tension: agents were accustomed to step-by-step quoting flows that provided guidance, but found them overly rigid and time-consuming.

Through iterative testing, I designed a workflow that balances structure with flexibility. The system organizes tasks into “To Quote” and “To Bind,” allowing agents to generate a quote with only the essential inputs before completing additional steps to finalize the policy.

This approach reduced the time to generate a quote from 15–20 minutes to approximately 5 minutes, significantly improving efficiency while maintaining the guidance agents needed.