Work

Customer Portal for Third-Party Insurance Agents

An insurance company relies on third-party agents to sell their product, so tending to agents' needs is paramount. The Agent Portal was designed to give agents easy access to important and timely client information and increase profitability.

To gain insights into user needs, I conducted user and stakeholder interviews and analyzed survey data. With research in hand, I created a conceptual prototype, then partnered with the Customer Experience team to conduct focus groups and usability tests, which identified opportunities to enhance the design. These improvements were captured in a detailed prototype, which increased in fidelity throughout the project. I collaborated with developers and business stakeholders to build the portal,  adjusting to technical limitations along the way. 

Laarn more about my work on the Agent Portal

​Customer Retention Site for Insurance Policyholders

The goal of this site redesign was to allow customers to conduct essential business, get regulatory content, and access portals with ease.

I led research efforts that included stakeholder interviews and competitive research, combined these findings with existing survey data and website analytics, and created user personas to guide the design process. With research in hand, I created user stories, wireframes, mockups and a prototype, and led a collaborative cross-functional team to build the site. Following its release, I conducted extensive user research and designed enhancements based on the findings.

The site redesign increased conversions by 359%. 

Learn more about my work on the customer retention website

​Customer Portal for Health Insurance Provider

Employers administering plans provided by a health insurance company needed the ability to manage information on their employees and their plans. 

I worked with a cross-functional team to conduct research, identify user needs and pain points, and design a customer portal via wireframes, and detailed design documentation. 

Learn more about designing the health insurance portal