No Design Is Bad Design

Story day 541

Late in the refresh diagnostic, Elliot put the renewal architecture on the screen in three slides.

On the first was the customer journey, a row of pale boxes connected by arrows, while the second showed applications: Digital Renewal, Rating, Policy Administration, Documents, Payments and Customer Contact. Of the forty-seven services on the third, the customer correction touched eleven.

Some services owned their data; several shared the policy database. Two wrote different representations of renewal state…