At Liberty Mutual, I played a key role in the CX Innovations Team, collaborating closely with the Strategy & Insights team within the Global Risk Solutions branch. Together, we drove a customer-centric approach across multiple teams, including underwriters and customer support. I also actively engaged with the Sustainability ERG, further enhancing our commitment to delivering exceptional customer experiences.
Due to NDA - I'm unable to share designs of the work online but may share in-person
Liberty Mutual UX
Delivered 5 Salesforce custom dashboards for users from individual contributors to managers who provided their daily tasks.
Through interviewing 10 users across different roles identifying daily, weekly, and monthly tasks that would need to be included in the dashboard. Keeping out-of-the-box capabilities in mind, we adapted our sketches based on constraints.
In the second phase of this work - we set up additional rounds of testing for all our wireframes and with our new user base expanded the dashboards we were designing. We also partnered with the dev team to work through any tech constraints we had.
Led a 3-day workshop that provided the runway to create an ideal experience for insurance agents & brokers as they log in and access a new digital portal.
Day 1: Documenting the customer journey of an Agent/Broker (1 of 4 personas for the workshop) working on a new business proposal.
Day 2: Adding on to the customer journey into the Service Blueprint. Active facilitation was required to keep the team on target due to tangents and adjustments from edge case discussions to the majority action and steps.
Day 3: Led sketching sessions. Handled the wrap-up & presentations.
Developed a strategic approach to onboarding communications that ensures a consistent customer experience while reinforcing a unified Liberty brand voice.
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.
I conducted several user interviews and surveys to understand and identify key problems to solve.
Our focus: how can we create a streamlined and simplified way to explain the auto-reporting process, provide clear steps to complete and examples for what may occur with customers.
Crafted strategy for taking the Internal Auto-Reporting Process from tedious to streamlined
Co-Lead Sustainability Employee Resource Group
We held monthly meetings focusing on Sustainability articles, films, and ideas to try within home & office.
Created custom infographics for use in Recycling efforts around offices