Collaborated with internal AI experts and senior leaders to design wireframes and prototypes, streamlining the auto insurance claims process through intuitive AI incident reporting, while advocating for user needs, reducing claim processing times, and enhancing brand trust.

Led and facilitated a design workshop for product leaders to define user needs within the claims ecosystem. Synthesized and analyzed findings from user research, agent interviews and competitive analysis to inform the workshop. This resulted in a 33% decrease in claims phone traffic and a reduction of 300 hours of manual data entry, as well as a 15% reduction of claim cycle time for third parties and insureds.

Developed, tested, and launched designs for a new payments experience for our mobile app leading to a 50% reduction in billing-related calls and a 13% increase in policy renewals.

Collaborated with the Compliance team to ensure compliance standards were met while updating and refining experiences across our mobile app, quoting system, and agent's policy management tool.

Incorporated accessibility best practices (WCAG 3.0) into the organization's design system rebrand.

Designed new innovative quoting experiences for Allstate's Insurance Product Shop and Buy team, increasing purchase completion rates to an all-time high of 62.2%.

Explored solutions for a new visual identity and design of desktop and mobile experiences with a focus on digital self-service.

Increased accessibility compliance as part of the Accessibility taskforce, ensuring new visual design meets AAA accessibility standards

Acted as interim manager for a user experience team consisting of researchers, designers, and content writers.

Created and supported setting standards for high-quality user interface designs, mockups, and prototypes according to release schedule deadlines.

Collaborated closely with Ecommerce Product Management professionals on user interface specifications supporting business requirements.

Performed analysis to balance business needs, customer needs, and technological capabilities when designing customer-facing aspects of website/mobile features and enhancements.

Worked closely with Information Technology, Marketing, and other business units to deliver web/mobile releases on schedule.