Uncover workflow friction. Reduce operational risk. Prioritize modernization with clarity.

Our Insurance UX Audits help regional P&C carriers identify usability, accessibility, and workflow breakdowns across agent, claims, and policyholder portals.

We surface structural friction that increases servicing burden, slows adoption, and creates compliance exposure, then deliver clear, prioritized recommendations your teams can act on without disrupting delivery.

Best for:
Agent portals, claims systems, billing experiences, policyholder dashboards, policy administration workflows, and high-volume servicing journeys.

What an Insurance UX Audit Solves

Small workflow inefficiencies compound quickly inside regional carriers.

An Insurance UX Audit helps you:

• Reduce friction in high-frequency agent and servicing workflows

• Identify accessibility and WCAG 2.1 AA exposure

• Improve task completion across claims and billing journeys

• Lower avoidable support and underwriting interruptions

• Clarify modernization priorities before committing major resources

• Prevent legacy friction from carrying into migration initiatives

Modernization should reduce effort, not add complexity.

What We Evaluate

Our audits focus specifically on the workflows that drive operational impact inside regional insurance environments.

Critical Insurance Workflows

Quote flows, endorsements, claims submission (FNOL), billing and payment journeys, document handling, policy servicing tasks.

Workflow Architecture & Context Switching

Task sequencing, module transitions, redundant data entry, navigation-task alignment.

Usability & Clarity

Error-state messaging, field grouping, progress indicators, terminology consistency.

Accessibility & Compliance Risk

WCAG 2.1 AA gaps, keyboard navigation failures, screen reader issues, form accessibility breakdowns.

Operational Friction Patterns

Contact drivers, repeated submissions, abandonment points, unclear status communication.

We focus on structural friction, not surface-level design critique.

How Our Insurance UX Audit Works

A structured, executive-ready process designed for regional carriers.

1. Alignment & Scope

Define priority workflows, modernization context, compliance considerations, and operational constraints.

2. Expert Evaluation

Heuristic review, workflow mapping, accessibility testing, and friction analysis across high-impact journeys.

3. Risk & Impact Synthesis

Identify root causes — not just interface symptoms — tied to operational and regulatory exposure.

4. Prioritized Modernization Roadmap

Clear, actionable recommendations ranked by impact, effort, and implementation complexity.

What You Get

No abstract design commentary. No generic UX checklists.

You receive:

• Executive-ready audit summary

• Friction heat-map tied to business impact

• Prioritized findings by severity and operational risk

• Accessibility risk callouts with remediation guidance

• Clear “fix now vs. phase later” roadmap

• Strategic guidance aligned with existing system constraints

Designed for decision-makers, not just designers.

Built for Regional Insurance Complexity

We understand the structural realities of regional P&C carriers:

• Legacy policy administration systems

• Agent and policyholder dual-channel workflows

• Multi-state regulatory considerations

• Claims processes with high emotional stakes

• Modernization initiatives under budget and timeline constraints

Our recommendations are realistic, defensible, and aligned with enterprise delivery, not theoretical redesign exercises.

Why Regional Carriers Choose Northstar UX

• Specialized focus on insurance portal modernization

• Experience evaluating agent, claims, and servicing workflows

• Deep understanding of accessibility risk in regulated environments

• Structured, low-disruption engagement model

• Clear operational impact, not generic UX advice

We don’t redesign for aesthetics.

We reduce workflow friction and modernization risk.

Turn Insight Into Action

Whether you’re preparing for a policy administration migration, improving agent adoption, reducing claims friction, or addressing accessibility exposure, an Insurance UX Audit provides clarity before you commit major investment.

Modernization starts with understanding where friction lives.