Case Study

AAA Insurance
Internal Home Insurance Application

Redesigning a mission-critical internal tool used by agents across the US and Canada to process memberships, insurance, and roadside services.

60M+

AAA MEMBERS

100+

USER STORES

US + CA

NATIONAL ROLLOUT

Agile

JAVA ENVIRONMENT

Client

American Automobile Association

Sector

Insurance / Member Services

THE CHALLENGE

An Aging Internal Tool Slowing Down Service Agents

With over 60 million members across the US and Canada, AAA’s “brick and mortar” service agents rely on their internal insurance application every day to process memberships, insurance policies, and roadside service requests. The existing application had accumulated years of technical debt — inconsistent workflows, unclear navigation, and no unified design language — making it slow and error-prone for agents handling high volumes of customer interactions.

“The goal wasn’t just a visual refresh. We needed to rethink the entire interaction model so agents could process transactions faster, with fewer errors, across every location in North America.”

I was brought in as the lead requirements analyst and UX designer to drive the end-to-end redesign — from stakeholder interviews and requirements documentation, through prototyping and usability testing, to supporting development through national launch.

MY APPROACH

Requirements First, Design Second

  1. Stakeholder & user interviews — Conducted interviews with agents, branch managers, and IT stakeholders to define scope, surface pain points, and establish requirements across multiple service lines.

    2.  

  2. Requirements documentation — Translated findings into user requirement specifications, functional requirements, and user stories covering membership, insurance, and service transaction workflows.

    3.  

  3. User type & permission mapping — Defined distinct user roles and access levels, documenting what each agent type could view and complete based on their function and location.

    4.  

  4. Prototyping & usability validation — Developed wireframes, storyboards, and functional prototypes in Axure and HTML/CSS/Bootstrap, testing with agents and iterating before development handoff.

    5.  

  5. Design system & developer collaboration — Established a dynamic component style guide with UI developers, ensuring consistency across the application and all related platforms.

Key Deliverables

What I Produced

  • User requirement specifications and functional requirements documents

    •  

  • 100+ user stories across membership, insurance, and service epics

    •  

  • User type definitions and permission access matrix

    •  

  • Detailed wireframes, flow charts, and interaction specifications

    •  

  • Functional HTML/CSS prototype for agent usability testing

    •  

  • Component style guide and design system documentation
AAA Applicant Wireframe PAS Property Insurance

AAA Applicant Notated Wireframe PAS Property Insurance

AAA Applicant Wireframe PAS Mortgage Insurance

AAA Applicant Notated Wireframe PAS Mortgage Insurance

THE OUTCOME

A National Rollout Serving Agents Across the Continent

RESULT

AAA launched the redesigned internal insurance application across all US and Canadian locations. The unified, requirements-driven interface reduced agent friction, improved transaction accuracy, and delivered a consistent service experience for customers at every AAA branch — supporting a member base of over 60 million.

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