Introduction
National Truck League Insurance Brokers (NTL) is an insurance broker for fleets and their drivers. They have been facing a loss of clients because of the state of their current platform. We were brought in shortly before their acquisition by Westland Insurance to redesign and streamline the platform, our goal is to retain but also attract new clients. I was one of two designers on an 8-week engagement, responsible for the client-facing portal and a portion of the admin system. Our engagement was design-only; the build was scoped for a separate phase.
Key achievements
Successfully delivered all design deliverables within the tight deadline
Received positive validation through user testing
Research
Outdated systems creating roadblocks for growth
While NTL's client platform was one of the pain points, their own admin system was another. Both systems were not connected, so a lot of their processes involving generating policies or certificates were done manually.
This multi-phase project involved a discovery workshop which was conducted before I was brought on. In the discovery, they determined 3 persona types: the Client HR Manager who is the main user of the client portal, the Westland Admin who creates client profiles and sets up their policy, and the Westland Super Admin who creates the master policies for the Admin.
Joining mid-project, I got up to speed quickly by building out user flows for all three personas, which gave me a working understanding of the full system before focusing my design implementation on the Client HR Manager and a portion of the Westland Admin (which was scoped out for this engagement).
Iterations
Dashboard
As the dashboard provides users' first impression, I included quick links to core platform features. Looking at the Client HR Manager’s needs, I chose to highlight important notifications, provide easy access to documents that would be distributed and a list of drivers with outstanding documents.
Following existing design guidelines, I kept the dark-themed side navigation for strong page contrast. To emphasize the quicklinks, I added icons and larger heading styles.
For better layout balance, I expanded the important notifications section and grouped the representative contact with the drivers list. The documents card was placed at the bottom, designed to accommodate additional uploads from the Westland Admin.
My Company
The My Company page is the core of the client’s company profile. It displays their basic contact information along with information about their policy, drivers, invoices and a changelog. In the policy tab, the table displays their policy name and number, it’s effective date, status, whether it the policy was mandatory or optional and its policy booklet. The user also has the ability to edit their company profile as is shown on the page.
Another section I worked on was the Invoices. I displayed it in a simple list as invoices are provided monthly. As the invoice total would generally be the same amount each month, I chose to highlight the invoice date instead.
File setup, organizing components and variables
One thing I invested in early was file organization. I built a status component in Figma that tracked each feature's progress, review status, associated user, ClickUp ticket, and Miro user flow — keeping the source of truth in one place for the whole team.
On the UI side, I set up variables and styles against Westland's existing design system, updated components to match their branding, and built a library of custom components for platform-specific patterns their design system didn't cover. The goal was a component library that any designer or developer could pick up without needing to ask questions.
Outcomes
Validating our solution and next steps
User testing on the wireframe prototypes confirmed that the redesign was on the right track. Participants identified multiple features missing from the current portal that we had included, and validated that the new workflows would meaningfully improve their day-to-day.
The design engagement concluded as scoped. Following NTL's acquisition by Westland, the build phase was ultimately awarded to another team. The designs were delivered in full and handed off.
Reflection
Navigating complexity
Joining after the discovery phase meant I had to get up to speed faster than usual on a complex domain. When I noticed confusion in a team alignment session with engineering around how the different roles interacted, I took initiative and created a mini service blueprint mapping each role's journey and responsibilities. It unblocked the conversation and became a reference point for the rest of the project.