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Client
Renegade Insurance
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Service
UX Research & Design
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Industry
Insurance
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Company Size
500+
The client
The United States insurance industry is facing a generational inflection point: with the average independent agent approaching retirement age, the industry needs to attract, train, and empower a new generation of millennial and digital-native advisors. Renegade Insurance, a technology-forward US insurance business with ambitions to redefine the independent broker model, recognised that the quality of its agent onboarding and platform experience would determine its ability to attract and retain the new generation of advisors it needed to grow. Worxwide was engaged to redesign the full agent journey from pre-licensing through to independent broker status.
The problem
Renegade Insurance’s platform was serving two critical but underserved needs: providing flexible pathways for agents to develop their careers from trainee to independent broker, and delivering a training and onboarding experience that could engage millennial insurance professionals who had grown up with consumer-grade digital experiences. The existing journey was fragmented across pre-licensing, onboarding, and client management — creating friction at every stage and failing to build the engagement and competence new agents needed to succeed quickly in the United States insurance market.
- Generational Transition Requiring Millennial-Ready US Insurance Experiences — With the average US insurance agent age at 58, the industry’s growth depends on attracting millennials — a demographic with high expectations for digital experience quality and low tolerance for the fragmented, form-heavy onboarding journeys characterising legacy insurance training platforms. Renegade’s existing experience was not built for this audience.
- No Flexible Pathways to Independent Broker Status — Agents lacked clear, structured progression pathways from trainee to independent broker — limiting career development visibility and reducing the platform’s attractiveness to the ambitious, entrepreneurially-minded individuals representing the best long-term growth prospects for the independent brokerage model.
- Fragmented Training and Onboarding Creating US Agent Adoption Barriers — The disconnection between pre-licensing training, onboarding, and client management journeys created friction at every stage of the new agent experience — preventing the smooth, confidence-building progression converting new recruits into productive, engaged independent brokers.
OUR SOLUTION
Worxwide conducted stakeholder research and comprehensive customer journey mapping to identify the specific friction points and design opportunities across the agent lifecycle in the United States insurance market. A cohesive, gamified ecosystem was designed to connect pre-licensing training, structured onboarding, and client management into a single, progressive experience — with design thinking methodologies applied throughout. The platform was built to support agents through the full transition from trainee to independent broker, with clear progression milestones and engaging learning experiences.
- Stakeholder Research and Customer Journey Mapping for US Insurance Agents — Research with agents, trainers, and leadership mapped the complete agent lifecycle — from pre-licensing discovery through training, onboarding, and independent practice — identifying the specific experience failures at each stage suppressing adoption, engagement, and progression rates in the US insurance market.
- Gamified Onboarding and Training Ecosystem for Millennial Agents — A gamification-informed design approach introduced progression milestones, achievement recognition, and motivational triggers throughout the training and onboarding experience — creating a more engaging, rewarding journey that sustained millennial agent motivation through the often challenging early stages of US insurance career development.
- Cohesive Pre-Licensing to Client Management Platform Experience — The redesigned platform connected pre-licensing training, structured onboarding, and client management into a seamless, progressive ecosystem — eliminating the fragmentation that had previously required agents to navigate disconnected systems at each stage of their career development.
Our work in action
The Impact
25% Improvement in Agent Onboarding Efficiency in the United States
The redesigned, cohesive onboarding experience reduced the time and friction required for new agents to reach productive independence — improving onboarding efficiency by 25% and enabling Renegade Insurance to develop its US agent pipeline more cost-effectively.
Higher Platform Adoption Driving Agent Productivity and Revenue
A more engaging, intuitive platform experience drove higher adoption rates among new agents — ensuring that the training investment made in each new recruit translated into proportionally better commercial outcomes across Renegade’s US insurance operation.
Stronger Agent Transition to Independent Broker
Clearer career pathways, better progression visibility, and a more supportive digital environment improved the rate at which trained agents completed the transition to independent broker status — expanding the business’s productive US agent base and its capacity to write new insurance business.
