Designing the Partner Portal

Set up the framework to increase value for real estate partners.

📝 Project Summary 📝

Situation

Jetty had historically focused more on growth initiatives and was lacking any partner experience. With the business goal of achieving profitability, the partner portal initiative was prioritized to start building toward features that our partners have been asking for and to bring efficiency to service operations.

Task

Establish a framework for scalable partner portal and build for the first use case of allowing partners to file and manage claims in the portal, while automating internal processes to bring down cost to service claims.

Success Metrics

  • Improve Partner experience to help maintain low Partner churn

  • Improve cost to service claims


Process

Results

  • 7 → 2.5 min ⬇ Average time to review claim

  • 4.7 →7.5 claims/hr ⬆ Average claim intake task reviewed per hour

Step 1: Consider different use cases to define design framework

Product Design took the time to consider all of the use-cases for partner facing features and created a framework for a scalable portal that can house all the features in one place. The resulting artifact was a documented wireframes of the design framework.

Some of the key considerations were:

  • Current pain points at every touch point

  • Feature request from the partner

  • Permissioning

  • Different partner and user types

  • Ways of organizing workflows

  • Information Architecture

Step 2: Talk to partners and internal teams to understand the current claims experience and its pain points.

Solving the pain points around the claims experience was prioritized as it was closely tied to our loss ratio as it needed to improve in order to achieve profitability. We worked with Partner Success and Claims to organized a series of calls with different real estate partners and our internal teams to understand their process and pain points. The insights were synthesized into a process map and a list of pain points on both sides.

Internal Team Pain Points

  • The claims intake process is highly manual and error prone.

  • The claims are too often submitted with incomplete information and documentation.

  • The incomplete claims result in drawn-out manual correspondences to reach adjudication.

  • Spending way too much time answering claim status questions

Partner Pain Points

  • Checking the status of submitted claims is very manual

  • Manual document uploads take too long.

  • The current form is lacking validations resulting in incomplete claims submissions and manual correspondences.

  • There is lack of visibility on the status of submitted claims.

Step 3: Design, build and launch for speed to value.

I designed the portal based on the portal framework defined earlier. The team decided to use Retool software development kit to develop the MVP because it’s a platform our engineering team was already familiar with as we built many internal tooling on it and it would allow us to build the frontend very quickly using the WYSIWYG editor. The decision led to delivering value to our partners and internal teams faster.

Final Design

Developed a Retool-based Partner Portal MVP focused on claims submission & visibility to provide an immediate improvement in Partner experience.

Results

  • Claims submission automation → 64% reduction in average time to review claim

    • 7 → 2.5 min ⬇ Average time to review claim

    • 4.7 →7.5 claims/hr ⬆ Average claim intake task reviewed per hour

  • Seamless filing & tracking claims → Increase in partner NPS by 20%

  • Validated demand for a fully self-serve claims experience, enabling investment in the next phase.

Audience

Renters
Partners

Team & Roles

Product Design: Paul Chun
Product Manager: Abhi Singh
Engineers: Miguel Dickson

Stakeholders: Claims, Partner Success, Sales, Compliance, Insurance