Unifying Orchid’s Digital Customer Experience

Unifying Orchid’s Digital Customer Experience
Orchid, a Program Administrator and Wholesale Insurance Broker specializing in hard-to-place property and casualty insurance, partnered with Nexient to transform its digital presence. Our goal was to design a unified Digital Customer Experience (DCX) layer that would seamlessly integrate Orchid’s various back-end systems. This new layer will provide a consistent and intuitive experience for all users, regardless of the underlying system.

We developed a strategic roadmap to deliver a Minimum Viable Product (MVP) quickly, while also outlining the long-term vision for Orchid’s “Experience North Star.” The new marketplace platform we designed will not only streamline existing services but also enable Orchid to easily introduce new products in the future, all while maintaining a cohesive user experience.

Our Design Process

The Nexient team began a 12 week engagement to listen, learn, and engage with Orchid employees, partners, and customers to better understand the value, service, and coverage options the Orchid team provides to unusual or nonstandard risks.

Nexient collaborated with Orchid to understand the pain points, challenges, and help define the user journeys. The Nexient team conducted a Big Idea Workshop to enable us to deliver User Personas, User Journey Maps, Competitive & Comparative Analysis, Current & Future State Workflows, Feature Ideation, Service Design Blueprints, and a Clickable Prototype of our Wireframes.

Our collaboration with Orchid enabled their Executive Team to prioritize the right initiatives to focus their team’s energy on the most important users, their customers.

The Results

• Our strategic work with Orchid not only established the foundations for their prioritized MVP, but helped position themselves to be acquired.

• On February 28th, 2022, Brown & Brown Insurance entered into an agreement to acquire Orchid Insurance.

• Orchid’s understanding and focus upon the improving the overall Customer User Experience was brought to the forefront.