One Design System for Both Sides of the Business

LKH needed to replace the legacy systems its brokers had relied on for years, and replace them with something that could grow. Not just an internal tool. Not just a customer interface. A single insurance design system that could carry both: the broker portal brokers use every day, and the application process customers move through on their own.

The core insight was demanding in its simplicity: a design system only works if it adapts to its users. Brokers know the jargon, the edge cases, the shortcuts, they need efficiency. Customers have no prior knowledge and no patience, they need transparency and clarity, nothing more and nothing less. The same system had to serve both, without compromising either.

That meant the broker portal had to be simple enough to pull nearly 200 brokers away from Excel spreadsheets and a legacy system from another era, while being comprehensive enough to cover everything they do daily. And for the first time in LKH's history, customers could apply for supplemental insurance entirely online, without a broker involved at all.

The result: calls between brokers and LKH to clarify applications dropped by 65%. Applications that used to take days are now completed in two business days. The manual friction between submission and decision is gone.