UX Design Work
Website Creation:
Digital Outcomes Now
Created a website for a client who was getting ready to launch their business venture. They were looking for a quick website so they could make their announcement and press release ahead of a business conference.
While designing this site I focused on keeping the message streamlined with a modern feel and the ability to grow the site as content is created. A great function was testing this site in grayscale as the client is colorblind to ensure accessibility.
Timeline: 7 days form kick off call until client launched announcement on LinkedIn.
Platform: Wix
Content: Worked with brand content that client provided. Also provided sample content for Bio and LinkedIn announcements.
What my client says, Bridget is a Web Content Guru! Being in the IT Industry, I know one when I see one… Her professionalism, creativity and responsiveness are second to none. Presenting a professional image for your company is critical, especially in the early stages. Bridget helped us launch our company Web and PR presence which has lead to exponential growth for us, even though we are in the middle of a Global Pandemic! Simply put, Bridget rocks!"
Liberty Mutual UX Work
Liberty Mutual:
Expanding Salesforce to Service
My team was brought into a discussion to expand Salesforce to our Service Organization. We kicked off the project with stakeholder interviews to understand what was out there, what is the ideal vision for this experience and what were the specific requirements for the dashboard.
In our first phase of the work, we interviewed 10 users created our first round of wireframes and iterated, as well as expanded our user pool of end users. I led half our interviews with all the different roles to identify what they need to use on a daily basis, weekly, and monthly items. This helped us prioritize what to start sketching first. As we were using Salesforce, we were limited in our creative ability but that didn’t stop us from trying to see what we could use ‘out-of-the-box’ or truly customize.
During the second phase of this work we set up additional rounds of testing for all our wireframes and with our new user base expand the dashboards we were designing. We also partnered with the dev team to work through any tech constraints we had.
We delivered 5 dashboards for each of the roles we interviewed that would allow them to do their daily tasks within Salesforce as well as for the managers, to give them a birds-eye view into their team and segment.
We continued to partner closely with the dev team as we began to build out the platform. Currently I still attend demos as the dev team continues to build out each of the dashboards.
Timeline: 14 weeks
Platforms used: Salesforce, Miro
Liberty Mutual:
Auto Liability Process
My team was brought into this project to focus on finding ways to improve the auto reporting process for individual states. The research process started by stepping back and understanding what the existing process is and what tools are being used. We heard how confusing and frustrating the current process can be for brokers, customers, and employees.
Phase One, I focused on understanding the process by conducting user interviews with a variety of levels and tenure employees who are active in the process.
We came together to synthesize all our findings and we wanted to create a way to showcase the current process as is in all its nuances and frustrations. We created a short SVU style animated video to explain the process to our stakeholders and introduce our solution.
Phase Two: After our video presentation, we set to create the solution that would solve the confusion faced as the onset of this process. We identified that there were key pieces of information missing in the dat collected for what was required by individual states for our customers.
The solution we delivered was a educational One-Pager, split into the type of accounts (based on customers data and vehicles in their fleet) that would provide the WHY and the WHAT specific information was needed to complete the process.
Timeline: 12 weeks
Tools/Platforms: Toonly, Miro, PPT
Liberty Mutual:
Feedback Loop
We were tasked with creating a tool that would enable Underwriters to provide feedback on systems/tool they're working on as well as submitting new ideas while providing transparency to what action steps were being taken. We dove in and started talking to Underwriters about the ways they provide and share feedback, what they talk about, and how they feel feedback is received. I drafted our discussion guides to kick off the conversations to help us best understand what features a solution could have.
During our research I found several third party tools that would enable us to check off every box required for the Underwriters to easily provide feedback, see what their peers were submitting as well as have increased transparency into the action steps happening with their feedback. We identified key features and ways that the users want to be able to submit, view, and share feedback/ideas.
Towards the end of the project, we were connected with an internal dev team who had built a tool during an innovation sprint that would check off our boxes. This tool is being piloted with our internal teams to see how it works and I'll be hosting a follow up survey post-pilot to identify what can be enhanced to make this tool more useful and beneficial for our users.
Timeline: 6 weeks
Tools/Platforms: Zoom, Teams, Word
Liberty Mutual:
Onboarding Communications
This project focused on understanding the onboarding process for new and returning customers. My teammate and I were told that there is a variety of communications sent to the customer, with all different types of branding, language used as well as no specific aspect for when communications should be sent out. We interviewed 20 individuals, synthesized our research and found that by creating updated onboarding communications we would reduce frustration and confusion for customers as well as provide a lift to our Service Organization.
We crafted and delivered new onboarding communications for our Service Organization to send out to customers. The communications were designed in Sketch then translated to Outlook and converted into Email Templates.
We expanded the onboarding communications to deliver when, what cadence, and what should also be included in these onboarding communications. We delivered a strategy for each segment to ensure that it’s a consistent experience for the customer as well as a cohesive Liberty voice being used.
Timeline: 8 weeks
Platforms/Tools used: Sketch, Outlook
Liberty Mutual:
Service Hub
I led a 1 week sprint to create a Sharepoint site for our Service Organization within National Insurance. This site was to replace an existing knowledge management center that was being retired in March 2020. The project began with a content audit and card sort with about 45 individuals completing the sort.
My synthesis began with focusing on the categories most commonly found among the majority as well as understanding what resources are most often used on the existing site. Using what we knew from previous projects and what needed to be uploaded, I split the work with my parent. I focused on the runway of setting up our user tests and getting the skeleton of the site created. I kept the same pattern library that I used from the Content Hub Sharepoint as this audience would be accessing both. This was to provide consistency in the messaging and branding of the organization. My partner focused on uploading the content and create intuitive buckets based on the card sort results.
We conducted 15 user tests from a variety of users who would be accessing this site. While we iterated on the layout, we were able to gain insight into what areas were no longer serving a purpose so the the 'one source of truth' for our Service Organization would be within this new Service Hub.
This Service Hub is routinely access by all individuals within the Service Org and has been kept up to date as new and relevant information is released.
Timeline: 1.5 weeks
Platforms used: Optimal Workshop, Sharepoint
Liberty Mutual:
Workshop Facilitation
I co-facilitated a 3 day workshop focusing on Agents/Brokers for our new Digital Customer Portal work.
Day 1 - We used the persona's my team created with the 4 different broker/agent customers. My group was the Hybrid Agent/Broker role at an agency. We started by documenting the customer journey of an Agent/Broker within the new business process of pitching, writing, and binding a policy with Liberty Mutual.
Day 2 - Beyond the customer journey, we took that and focused on creating the Service Blueprint. This day required skills to keep everyone on track as our table would go off on tangents thinking of the one-off scenarios rather than the most common scenarios. We aimed for the 80/20 rule, focusing on the 80% for this journey.
On day 3 - I facilitated the sketching sessions among the groups. We took the work we did, narrowed down our scope to identify 1 key area we wanted to improve on for the agent and started sketching. We Frankenstein’ed our ideas and pitched back to the workshop.
This workshop provided the runway work for the designers to push ahead on creating what the user experience would be for agents/brokers as they login and access the new digital portal.
Timeline: 3 day workshop
Platforms used: Sketch, Miro, Post-its, white board & markers
Due to current NDA, I'm unable to share publicly the work I do at Liberty Mutual. I'm happy to connect with you to share these examples.