Roger LaVine thinks: “It’s time for companies to overcome the borders fragmenting the look and feel of their own websites.” “Companies need to make system components work like part of one sleek information organism.”
Too often, LaVine said, “companies have left each module operating according to its own rules, without doing enough to unify and simplify the user’s experience.”
Benefits toolmakers still court agents
Administrative tech vendors think you’re important. Some want to pay you, and some to bill you.
Here are LaVine’s ideas for bringing harmony to the agent or broker’s desktop, laptop or phone screen.
Let information flow
Some people who are worried about privacy might want to keep their data as siloed as possible, but, when most people are using websites or other information systems, they find they like seeing the computer eliminate the drudgework involved with entering the same identifying information over and over and over again, LaVine said.
Many companies hide a large amount of live-human labor behind what look to users like “fully automated systems,” LaVine said.
He said the most advanced companies are starting to at least think about eliminating the last live-human intervention bottlenecks.
They might not be quite brave enough to get to that point, just now, but “that’s the vision they’re going for,” LaVine said.
Too often, LaVine said, different parts of the same site work differently, simply because the providers of the tools set things up differently, or simply because no one has made a serious effort to standardize how everything works.
Companies need to start sanding off the little quirks that get in the way of standardization and fight that experience fragmentation, LaVine said.