The shift to consumer-centric business models has been a slow process, mostly boiling down to the struggles involved in measuring the effectiveness of new methods and interfaces amidst a rapidly transforming market. Yet, Erie Insurance has found an effective way to do just that. Thanks to Rich Warnaka, an IT team and a "scientific approach," Erie boasts an operating system environment where usability testing offers a look into how consumer-centric modeling can maintain functionality and agent/consumer satisfaction.

INN: What exactly is the scientific approach?

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