An insurance mobile app was stuck at a 1.5-star rating, and the initial ask was to add mobile quoting for agents. Before building anything, I interviewed nearly 80 agents to understand what was actually getting in their way—and found they cared far more about their clients’ payment experience than about quoting on the go. That insight reshaped the project: instead of expanding agent workflows, we focused on the insured experience, creating distinct journeys for agents and policyholders. The redesign cut development costs by 50% and lifted the app’s rating from 1.5 stars to 4.