Parallel Workflow Execution for Insurance Policy Updates
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Solution Overview
Problem
Current digital experiences for insurance policy holders are linear and inflexible, requiring separate workflows for each policy change, leading to unnecessary customer service interactions and difficulty in assessing multiple policy changes simultaneously.
Innovation Solution
A backend system that enables parallel execution of multiple workflow changes, allowing customers to update multiple policies simultaneously through a 'shopping cart' interface, providing a proactive tool for optimizing coverage and reducing the burden on customer service channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If separate linear workflows are used for each policy change, then workflow independence and simplicity are maintained, but customer service burden increases and multiple changes cannot be assessed simultaneously
Solution Approach 1:
The patent combines multiple separate linear workflows into a single parallel workflow system. The backend system initiates and coordinates multiple independent workflows simultaneously, allowing customers to make multiple policy changes in one interaction rather than navigating separate linear processes for each change.
Solution Approach 2:
The backend system serves multiple functions: it manages individual workflow execution, coordinates parallel workflows, consolidates results from multiple policies, and provides unified customer interaction. This multi-functional approach eliminates the need for separate customer service interventions for each policy change.
2Loss of information
If multiple independent workflows are executed separately, then each workflow can be managed independently, but the customer must contact customer service multiple times and cannot assess overall impacts
Solution Approach 1:
The system implements feedback by consolidating results from multiple parallel workflows and presenting them together to the customer. The backend system collects outcomes from each policy change workflow and provides a unified view of overall impacts, enabling customers to assess all changes simultaneously before confirmation.
Solution Approach 2:
The system performs preliminary actions by executing multiple workflows in parallel and gathering all results before customer confirmation. This allows customers to see the complete picture of all policy changes and their combined impacts before making a final decision, rather than committing to changes sequentially.
3Productivity
If a unified parallel workflow system is implemented, then multiple policy changes can be made simultaneously and overall impact assessed, but backend system complexity increases
Solution Approach 1:
The backend system acts as an intermediary between the customer interface and multiple independent workflow engines. It manages the complexity of coordinating parallel workflows, handling workflow initiation, monitoring, and result consolidation, while presenting a simplified interface to customers. This mediator approach isolates complexity in the backend without complicating the customer experience.
Data Source
AI summary
A system and method are provided for executing parallel electronic workflows. The method includes receiving a request from a client device to add or change data for an entity, the data being associated with a plurality of products or services, each product or service having a separate, independent electronic workflow. The method also includes initiating each of the workflows by interfacing with the plurality of electronic workflows, receiving inputs related to the request and, for each input, interacting with the workflows, wherein at least one input has overlapping data required in a plurality of the electronic workflows. The method also includes, prior to executing an outcome of the plurality of electronic workflows, determining a result for the client device based on the data in the request, providing to the client device an indication of the result, and receiving a response to the indication.