Overview
Bajaj Agent Platform
This project focuses on designing a seamless and efficient agent experience, improving usability, navigation, and overall interface consistency while balancing functionality and performance.
We also worked on enhancing customer engagement features, accessibility, and advanced controls for power users, applying practical UI/UX skills to solve real-world challenges and create a more intuitive product.
Role
Navigating New Ground
After working on previous design projects, we took on the challenge of designing the Bajaj Agent Dashboard - a space that required understanding complex workflows, user behavior, and business needs at scale.
This project pushed us beyond familiar territory, allowing us to explore a new domain and create meaningful impact through design decisions.
Key Challenges
Chaos Meets Simplicity
Challenges
- The experience was fragmented and hard to navigate, making it difficult for agents to access key tasks quickly.
- Important data was scattered across multiple screens, reducing visibility and slowing decision-making.
- Manual processes and lack of automation led to repetitive work and inefficiency.
Solutions
- Introduced a clear, structured navigation with guided flows and quick actions for faster access.
- Designed a centralized dashboard with simplified data visualization for better clarity and quick insights.
- Implemented automation and smart suggestions to reduce manual effort and streamline workflows.
RPS Approach
Research, Structure, Validation
Our approach followed the same core principle used in complex enterprise redesigns: understand the operations deeply before designing the interface.
1
Problem Understanding & Wireframing
Focused on identifying core user and business problems, we simplified workflows and created structured wireframes, with continuous client feedback ensuring early validation.
2
Design System & Component Thinking
3
Final UI & Visual Execution
User Insight & Persona
Understanding the Agent
A skilled agent navigating complex operations at scale. Driven by the need for speed, precision, and a seamless experience.
What the agents say...
"It is not possible to edit quotes, even smallest of change the agent has to go and create another one."
“Agents can't track quotes after they're sent, they have to rely on memory and manually have to keep track.”
“It takes multiple steps and clicks to get to something. It takes time to create quotes.”
"The portal is not compatible with the product."
“We do 150-200 renewals every month, company might be doing it in crores.”
“We should be able to sell multiple products to a single customer at one time.”
Interview Insights
Login and Onboarding
Login process is lengthy, involves captcha and multiple validations.
Renewals
Agents manage 150–200 renewals manually per month.
Metrics, Performance & Business Insights
Limited visibility into performance metrics and renewals.
Dashboard
Missing insights for policies, renewals, premiums, and quotes.
Quote Creation & Premium Calculation
Too many steps and clicks to generate a quote.
Quote Creation
Agents cannot edit and Copy quotes must recreate from scratch.
Powered by AI
AI-Driven Enhancements
Leveraging AI to refine user experience, optimize workflows, and elevate overall product efficiency.
FIGMA MAKE
We used Figma Make to enhance design efficiency and streamline our workflow. It helped us quickly iterate ideas, refine components, and improve overall user experience.
THE ORANJE CO.
We collaborated with Oranje as our development partner to bring the product to life. Their expertise ensured a smooth, scalable, and efficient build.
CHATGPT
We used ChatGPT to streamline content creation and refine UX copy across the product. It helped us generate ideas faster, improve clarity, and enhance overall user experience.
Components
Design System
A modular design approach focused on flexibility and performance. Enables faster interactions and a cohesive user interface.
Key Improvements
Our Adaptations
Key learnings from competitor platforms helped shape a more intuitive and scalable experience.
Ease of Use & Navigation
Introduced a persistent sidebar with structured navigation, guided step-by-step flows, and a Quick Links hub to help agents access frequent tasks faster and more efficiently.
Automation
Introduced automation for renewals and claim updates, along with smart suggestions and chat/voice-based actions to simplify agent workflows and improve efficiency.
Dashboard Experience
Added performance insights, leaderboards, and gamification features like badges and goals, along with a personalized productivity panel for tracking sales, commissions, and overall agent performance.
Refinement
Experience Design Highlights
Details That Make Operations Faster and Safer
Trainee Dashboard
Designed a trainee dashboard for new agents with integrated learning modules to track progress and simplify quote and policy creation.
Expert Dashboard
Designed an expert dashboard focused on faster workflows, quick access to tasks, and efficient quote and policy management.
RM Dashboard
A dedicated RM dashboard designed to monitor agent performance and manage operations more efficiently.
Impact
Impact of the Proposed Redesign
Faster quote and policy creation
Agents can create quotes and issue policies through guided flows, reduced fields, and clearer steps, helping them complete journeys faster with less effort.
Clearer customer journey tracking
Quotes, proposals, policies, renewals, and claims can be tracked with visible statuses, making it easier to know where each customer stands.
Reduced manual follow-ups
Smart reminders and nudges help agents follow up on pending quotes, renewals, incomplete proposals, and claim updates without relying on memory.
Higher cross-sell opportunities
Customer 360 views and policy history help agents identify relevant add-ons, bundled products, and upsell opportunities at the right moment.
Better business visibility
Dashboards show key metrics like premium achieved, policies sold, pending renewals, and quote performance, helping agents make faster business decisions.
Wrap-up
Building the Backbone for Digital AIF Operations
The Nuvama RTA System is not just an operations portal. It is the foundation for a more accurate, transparent, and scalable AIF servicing ecosystem.
By combining structured master data, maker-checker governance, regulatory validation, operational dashboards, audit trails, and future-ready integrations, the platform helps move RTA operations from a manual and fragmented model to a more intelligent and controlled digital system.
