Transforming Prudential’s Workplace Business
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: Transforming Group Insurance Website by Website
I initiated GI’s agile transformation partnering with IT and the PMO, and leading the Product and Design for GI’s first agile teams. My PMs and Designers used Journey Maps, OKRs, Design Sprints, and “Jobs to be Done” to solve for the whole customer experience, accomplish audacious goals, test hypotheses with realistic prototypes, and deliver improvements important to customers.
- At least $40 million in annual premium retained and won from Institutional clients
- $3 million in operational efficiency realized by reducing call volume by over 100%
- Achieved WCAG 2.1 AA Compliance, Multi-factor Authentication, and GDPR Compliance for all digital products
Work Samples
- Employee Dashboard Video
- Employee Claim Submission Prototype
- Employer Website Demo
- Life Insurance Calculator
- Guaranteed Universal Life Platform
Associations Enrollments: Sky-high Conversions and Customer Satisfaction for the Group Associations Business
We made dramatic usability changes to the platform of choice for enrolling Associations members in our Group Insurance products. These changes, along with the unique test-and-learn culture of our fabulous agile associations team have created the best outcomes Prudential has ever seen for a digital product.
- 28% conversions from visit to sale
- 9.5 out of 10 Customer Satisfaction measured by Ease of Doing Business
Work Samples
- NJEA Critical Illness and Disability
- SBOT Life Express
- AICPA Term Life
- AICPA Universal Life
- AICPA Tools and Info
Dramatic Turnaround for the Retirement Sponsor Website
Retirement Sponsors gave us poor marks for the disjointed web experience we provide to them to manage participation. Through UX research, design studios, critiques, refinement, and agile delivery, our team was able to dramatically improve this important tool serving more than 4,300 workplace savings plans where around 4 million plan participants have saved $314 billion in assets.
- 250% increase in Ease of Doing Business (EoDB)
- 50% increase in the System Usability Score (SUS) for the Retirement Sponsor website.
Work Samples
- Sponsor Center Refresh Remote Design Sprint Board
- Retirement Sponsor Home Page Design “Rumble”
- Income Ratio Replacement Concept
UX Consolidation and Organization: Designing Prudential’s Human-Centered Design Practice
In 2020, we consolidated Prudential’s scattered and siloed UX design practice to improve the inconsistency and complexity of the digital touchpoints of our signature customer journeys. We grew the UX organization while simplifying the job codes, assessing and tracking skills and competencies, creating UX centers of excellence, and codifying the overall practice.
- $2.8 million Net Present Value (NPV) from operational efficiencies
- Predicted 15pt improvement to Net Promoter Score (NPS)
