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New
Service modernization at enterprise scale
Platform Transformation
I led the strategy and design to reimagine internal tools for 18,000+ global service associates. By integrating Agentic AI and unifying fragmented workflows on Salesforce Service Cloud, we created a smarter, human-centered service experience.
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Modernizing complex insurance requests
Workflow Digitization
I standardized a chaotic, email-based submission process into a streamlined digital workflow. This enabled brokers to submit new business online with consistency, reducing errors and processing time for internal teams.
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Making liability insurance an easy decision
Conversion Optimization
Transforming a complex insurance product into a self-service experience, I identified critical conversion bottlenecks in the MVP and redesigned the flow to allow users to confidently tailor and select their own liability coverage.
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Enabling self-service for travelers
Service Automation
To support a company-wide shift toward automation, I designed a self-service support center. The solution balanced user autonomy with automated tools, successfully reducing non-revenue generating calls to the contact center.
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Modernizing complex insurance requests
I standardized a chaotic, email-based submission process into a streamlined digital workflow. This enabled brokers to submit new business online with consistency, reducing errors and processing time for internal teams.
Read the case study →
Hi. I’m Jim Silverman, digital product designer.
I specialize in aligning user needs with business strategy, fostering cross-functional collaboration, and guiding teams through ambiguity to deliver measurable impact. My recent work focuses on enterprise-scale modernization—integrating Generative and Agentic AI to unlock new opportunities—ensuring solutions are not just scalable, but human-centered and impactful.
With a balance of strategic vision and hands-on leadership, I drive digital experience that simplify complexity, empower users, and advance business outcomes.