Growth is essential. Customers are the answer. Design is the key.
I’m a design leader specializing in customer experience, UX research, cross-disciplinary collaboration, innovation, and digital transformation. I inspire teams to provide customer-led, intuitive, digital experiences that drive customer satisfaction, profitability, and growth.
Transforming Prudential's Workplace businesses
Prudential’s Group Insurance and Retirement businesses were challenged by inefficiency and usability issues that hindered profitability, salability, and customer satisfaction. My team and I took every opportunity to transform the websites for institutional customers and end customers alike – achieving some truly remarkable outcomes.
Group secure sites
$40 million in Premium and $3 million in Operational Efficiency for Group Insurance.
Associations enrollments
28% Conversions to Sale and 9.5/10pt Customer Satisfaction for Group Associations.
Retirement sponsor experience
250% higher Ease of Doing Business and 50% higher System Usability.
UX consolidation
$2.8 million in Operational Efficiency, and projected 15pt increase to Net Promotor Score for the enterprise.
Improving outcomes at Express Scripts
Our design team made it much easier for members to enroll, fill prescriptions online, compare pricing, and stay healthy – creating lasting customer and business outcomes. Our innovations had a tremendous cumulative impact on the company’s revenue and valuation.
Achieve Growth with Lean UX Research
Growth is essential for our businesses and it’s important for our careers. Lean UX research allows us to gain the good faith of our stakeholders and to achieve real and lasting growth. Watch the presentation from UX India 2021 or view the slides here.
Value frameworks
Designers form a strategic partnership with Product and Engineering, utilizing mental models, methodologies, and value frameworks to help drive profitability and growth. Below are some of the frameworks I use to achieve great outcomes for the business and customers.
OKRs
Objectives and Key Results allow us to set goals, engage employees, and pivot to achieve outcomes.
Efficiency
Design reduces delivery time by 75% and is responsible for 50% fewer defects creating a 300% Return on Investment.
Jobs to be done
Situational tasks that enable progress in the lives of our customers are the key to product adoption.
Working Backward
Starting at the end allows us to design what's most impactful to customers and the business.
Solve for the whole
Pre and post-product experiences can have a higher impact on the customer than In-product experiences.
Innovation
Design experiments produce options measured by their quality to generate new business models and future growth.