Lead UX Designer
ADP
At ADP, I led the redesign of the company's global CRM platform used by 25,000 employees globally. While integrating with the brand's new design system, I helped to create efficiencies that led to faster call times and raised customer satisfaction through improved user experience.
I also oversaw the design and implementation of the transition to Salesforce for multiple business units.
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Rethinking what's possible
The launch of a new design system is a good time to rethink your experience. I undertook a holistic study of the application to enhance user effectiveness and efficiency.
Case study coming soon
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Enabling powerful employee searches
ADP's Payroll Masterfile Employee Information (PMEI) tool contained vital information key to many call types. Unfortunately, it was built as a Windows 95 application.
Case study coming soon
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Consolidating alert displays
When everything's an alert, nothing is. CEH's interface was riddled with multiple alert banners that were simply being ignored and taking up valuable screen space.
Case study coming soon
Senior UX Designer
ProSight Specialty Insurance
At ProSight, I created efficiencies that powered improved underwriting, claims, and quoting through digital transformation of internal processes. I focused on empowering self-service and reporting tools for partner agencies that enabled our teams to focus their effort on complex cases.
Earlier at ProSight Direct, I led the design of the direct-to-consumer purchase funnel and marketing website.
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Making liability insurance a no-brainer
Originally built as an MVP, this experience allowed users to tailor and select their liability insurance, but had significant bottlenecks for conversion.
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Modernizing complex insurance requests
Most business at ProSight is conducted over email with little consistency. Enabling brokers to submit new business online would standardize the process.
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Selling the value of liability insurance
After ProSight Direct launched its liability insurance for independent professionals, many visitors were getting their online quote and never returning.
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Product Designer
SPC Commerce
At SPS, I led the product design of a collaborative analytics product for retail point-of-sale data. I focused on creating real-time collaboration within the context of data that empowered retailers to have threaded discussions within the context of the data to make confident decisions quickly.
Design Team Lead
Fareportal
At Fareportal, I led a team responsible for the design and development of travel booking, customer profile, and customer support products. My constant focus on automation and self-service dramatically decreased support calls and enabled the company’s call center to spend more time on revenue-generating calls.
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Modernizing an online travel agency
OneTravel is the sister site of CheapOair, but it's not as well-known and doesn't get as much traffic. That makes it perfect for testing out new ideas.
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Simplifying flight search and comparison
When CheapOair redesigned its homepage, it was a massive success. However, it created a disjointed experience as the rest of the site was still woefully outdated.
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Enabling self-service for travelers
With a company-wide emphasis on its helpful call center, a self-service support center with automated tools was needed to help reduce the amount of non-revenue generating calls.
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