State Farm Projects
State Farm is one of the largest insurance and financial service providers in North America. Currently employs 55,000+ and has 82+ million customer policies.
Positions held:
UX Designer, UX Lead
Overview:
My main contribution was guiding the end-to-end billing and payments journey both digitally and non-digitally for external and internal users. I helped completely redesign the Insurance Payment Center, Printed Paper Bills, Agent Microsites, Agent Search and also help envisioning new experiences within My Accounts.
Facilitated research, performed user testing, created prototypes, wireframes, user flows, journey maps, developer ready designs and UX documentation
Worked with a cross-functional product and development team using agile methodologies to define user stories and UX deliverables
Promoted and infused a user focused mentality within all areas of the organization
Insurance Payment Center
About the project:
Helped increase online transactions from $2+ billion to $4+ billion per year
Highest trafficked page for authenticated customer experience
No major UI updates for 6+ yrs
This project deals with every single aspect when it comes to paying and managing your insurance bills. If a customer is not paying in an agent’s office, by mail or over the phone they will be going online to pay. Making a payment is the #1 task customers want to perform when they authenticate. With the redesign we wanted to make it easier for customers to navigate, understand and complete any of their billing related tasks.
Reducing call center volume helps save millions of dollars every single year. Making sure that agents and customer service reps had similar views as the customer was key to bridging multiple points of confusion. Even things as simple as building a common base of customer friendly terminology helped bridge the gap between agent and customer.
Agent Microsite
About the project:
Re-designed the personal website for 14,000+ agents
Helped increase lead generation with optimized designs and SEO
Every agent needs a digital storefront in order to reach all the various customers out there. The agent microsites needed a major facelift to be more usable, accessible and optimized for lead generation. I spearheaded the whole project from start to finish working with agents and various internal departments to create a final product. You can go to the State Farm website today and see the live work. Simply search for an agent and navigate to an agent website.
Agent Search
About the project:
Re-designed the entire experience to find an agent
State Farm isn’t State Farm without your friendly, local neighborhood agent to help support you. I help re-design the experience to find an agent to be more usable and accessible. You can view the experience live today simply by going to the Sate Farm website and searching for an agent.
Paper Bill
About the project:
Re-designed the paper bill every single customer will receive printed or in digital format
While more and more people are going paperless, there are a large percentage of people that prefer to have a paper bill sent to them in the mail still. I lead a team to reimagine the paper bill experience including research, design and print production. This included understanding and streamlining the entire experience for printing, mailing and to the moment a customer opened their bill. While print was something that was not originally in my wheelhouse, I learned a wealth of knowledge and help create a cohesive experience for the digital and print worlds.
My Accounts
About the project:
The 1st page the customer interactions with when they authenticate
Dashboard view of all products offered including insurance and bank
No major UI updates for 4+ yrs
My Accounts is the main dashboard view where all customers start their authenticated journey. Every single product combination had to be represented with all varying degrees of business rules. For this project I was part of a team tasked to start exploring what a re-design could look like. We performed several rounds of moderated and unmoderated testing to help gather customer insights to create the perfect experience.