I have deep experience in Design Thinking and Service Design methodologies, creating services that are competitive, relevant, and lovable.
With a degree in business and marketing, I always approach problems strategically. What's the business need? And why should customers care?
Much of my time is spent putting in place foundations for good design to flourish. I doesn't happen by accident. Culture and corporate structures around prioritization, funding, and measures drive outcomes. I work at all levels of the org to create the right environment for better user experiences.
I've done digital design for over 25 years. From HTML to Flash to Mobile apps. I believe in show rather than tell. Prototypes are the best way to present concepts and to test out ideas. Years of programming experience has made it easy to pick up common prototyping tools and use them for storytelling.
I run User Experience and Service Design at one of the top 10 insurance companies in the US. Prior to that I was a Design Director at Fjord, the innovation practice of Accenture Interactive.
Experience Design at Farmers is focused on ensuring we design the right thing and then design the thing right. "Designing the right thing" means understanding and empathizing with the end users to understand their actual problems and needs. Much of my work is around moving the company culture from project delivery to a focus on solving the right problems. "Designing the thing right" is about embedding UX into the development processes and creating an efficient, scalable workflow that incorporates user-feedback at key stages of the process. It also includes building and maintaining design systems that enable teams to deliver quality and speed to market.
Portfolio samples available upon request. I'm unable to share most client names publicly due to NDAs and client confidentiality agreements.
Led end-to-end service design project in which we created a new insurance brand and a new online service offering targeted at millennial renters.
Created a streamlined onboarding process for insurance customers that led to vastly improved completion rates, better customer experience, and improved business metrics.
Led end-to-end mobile app design project for a large financial institution in California. From research and concepting to design and development, this project helped make the company's external sales force members better prepared, informed, and effective in the field.
Led a complex utility bill redesign project that made the bill more meaningful and easier to understand for millions of customers in western Canada.
Led the redesign of a mobile app used by millions of customers of a major American bank.
Helped design the innovation lab strategy and function for a large insurance company in California.
Imagined how the future of customer experience around buying auto insurance, handling auto claims, and interacting with agents could look like ten years in the future.
Led design research, created service concepts, and developed a future journey map for a large insurer in the northwest.
Led a design project that radically simplified complex internal tools and workflows a for a large entertainment studio in Southern California
Reimagined the complete online claims process for auto and home for a large insurance company in California. The new user experience significantly shortened the process while making it clear and understandable.
Redesigned the online shopping experience for Black Diamond, a manufacturer of climbing, skiing and mountain sports equipment based in Utah.
I'm happy to share work samples upon request.