Community Broker Network
Human-Centred Design Workshop and Innovation Process
We designed solutions, processes and technology that freed brokers from administrative burden to focus on what matters most: building client relationships and managing risk.
Outcomes
- 34 brokers and 22 staff members actively engaged in collaborative solution design
- 10 hours per week potential time savings per broker through automation
- 68% of brokers identified automated processes as extremely important priority
- Strategic implementation roadmap with solutions categorised by complexity and impact
- Ongoing engagement framework established through dedicated information hub
Services
Sectors
Understanding the Human Challenge Behind Operational Pain
CBN's network of independent brokers was drowning in manual processes: re-keying client information across multiple systems, spending hours searching for compliance documents, and recreating renewal documentation from scratch each year. With over 70% of brokers reporting frustration with outdated technology, the stakes were clear—evolve or watch talented professionals leave the industry. For CBN's small business clients, these operational inefficiencies directly impacted their ability to secure appropriate coverage at competitive rates.
Shows the collaborative workshop process that grounded our solutions in real broker experiences across three major cities.
A Collaborative Approach to Complex System Design
We facilitated comprehensive workshops across Brisbane, Melbourne, and Sydney, engaging 34 brokers alongside 22 CBN staff members. Rather than prescribing solutions, we immersed ourselves in their daily reality through co-design activities that mapped the complete broker journey. We developed detailed user personas capturing different operational models from sole practitioners to multi-location principals—and created prototypes for immediate testing. Our research revealed that 64% of brokers were waiting for CBN leadership rather than implementing individual solutions. We designed a comprehensive CRM/Broker Portal addressing four critical areas: new business processes, renewal management, payment efficiency, and claims transparency. The solution featured automated renewal processes with pre-populated client information, digital needs analysis tools, integrated payment tracking, and customisable dashboards for different user types.
Shows the collaborative workshop process that grounded our solutions in real broker experiences across three major cities.
Solutions Designed for Real-World Implementation
Early prototype testing demonstrated potential time savings of 10 hours per week per broker through automation of repetitive tasks. We delivered a strategic implementation roadmap with initiatives categorised by complexity and impact, enabling progressive rollout whilst building internal capability. CBN now has clear pathways to enhance broker productivity without overwhelming their support systems, plus an ongoing engagement framework ensuring brokers remain central to solution development.
