In less than 2 years, I led the effort to significantly improve customer and advisor experiences while decreasing costs and rapidly transforming the organization's human-centered design capabilities.
OUR OBJECTIVES
Reduce operating costs
Improve usefulness and usability
Mature the UX organization
MY ROLE
As Director of UX for Transamerica's individual insurance, annutities, and employee benefits group, I led a team of UX, Service, and Strategic designers that increased customer and advisor satisfaction with their digital experiences while reducing costs for the company.
- I developed and scaled our human-centered design strategy and process.
- I led the UX effort to improve how 90,000+ independent financial advisors used their primary day-to-day digital portal .
- I personally prototyped, tested, and delivered the UX design for enabling annuities customers to go paperless for their documents, the #1 business priority for reducing costs.
Within 18 months, my efforts to introduce and scale human-centered design frameworks, methods, and processes pushed my team's UX maturity from from “Emergent” to “Integrated” as measured by NNGroup’s UX maturity model.
And our collective efforts to design modern, best-in-class digital experiences set a user-validated foundation for increasing customer and advisor satisfaction while saving Transamerica hundreds of thousands of dollars over three years.
UX Leadership
Enabling Paperless Adoption
Offering an intuitive experience for customers to choose their paperless preferences was fundamental to Transamerica's cost-saving initiatives. Through our user-centered design process, we aligned on a set of user need-based stories and acceptance criteria to envision, validate, and refine a paperless adoption flow clients found clear and confidence-building.
Customer Journey Map
User Flow Diagram
World Financial Group
More than 90,000 independent financial advisors rely on World Financial Group's digital experiences to run their business on a daily basis. However, major usability issues were causing significant dissatisfaction with users, and many turned to addressing their needs with homegrown solutions raising issues with compliance and resulting in disconnected client experiences.
The first priority was to reimagine the digital experience for new advisors to improve training and onboarding completion rates while simplifying the new advisor oversight experience for managers.
Design System
Portfolio
Intuit Pro Tax Brand & IdentityBrand Identity Design
Magnolia Audio and VideoMarketing and Experience Design
Fidelity North Star VisionExperience Strategy and Design
Mobility and Transformation StrategyStrategic Design
Intuit Design WeekEvent Design
Agency Project WorkCreative Direction and Design
Experiments and PrototypesExperience Design and Research
Intuit Marketing Design TeamTeam Design
