Commercial Insurer Struggling to Understand how to Scale Digital Value
The company traditionally focused on internally oriented solutions and human relationships to deliver quality service to its customers. However, as the industry and customer expectations evolved, the old methods became neither scalable nor profitable. Without UX resources or a user-centered mentality, the business struggled to understand user focused value delivery.
Creation of user-centered strategy from both industry and user research along design ops and design system resulted in... ~5million a year in savings through improved Time To Market and Cycle Time, improved ROI and OKR alignment for product improvements, feedback loops and improved product delivery through the use of personas and user journeys and design thinking.
developed phased approach to user centered strategy
defined and lead portfolio first approach for problem validation
aligned design ops to model to engineering delivery
decomposing experiences with business owners allowing the business to own and make decisions
UX services and guidance as organization scaled
Design System
