Some case stories of my recent work
Our international business needed to significantly improve their authenticated experience which offered business guidance to their partnership members. This became evident when recent competitive research identified the current business hub experience as sub-optimal.
Using design thinking to create a trusted website for business advice involves focusing on users' needs through empathy and hands-on problem-solving. We start by talking to users to understand their challenges and goals. We also leveraged a card sort exercise with both external users and internal stakeholders. This information informed brainstorming sessions where we developed creative solutions, including tailored content and tools that make complicated business ideas easier to understand. Building medium-fidelity prototypes and sharing them with the same initial user groups let us gather feedback, helping us refine and improve our ideas. The aim was to develop an easy-to-use resource that educates and motivates users to pursue their business objectives while building a supportive community for entrepreneurs.
Using user feedback, we refined a detailed prototype that exceeded expectations for users and businesses. This process highlighted important issues and areas for improvement, allowing us to enhance the user experience and features. Consequently, the prototype became a strong tool that effectively met user needs while aligning with business goals, resulting in higher engagement and satisfaction. Its success showcases our dedication to innovation, proving that understanding can lead to impactful solutions that promote growth and benefit everyone involved.
Markel Portal Optimization
Markel Capability Integration
Integrating an existing endorsement capability from a standalone end-of-life system into the current broker portal streamlines the user experience by consolidating functionality into a single interface. This innovative approach eliminates the need for brokers to navigate between two systems to make policy changes, enhancing efficiency and reducing the likelihood of errors or phone calls. By seamlessly merging critical features of the old system into the broker portal, users can effortlessly access comprehensive policy management tools, allowing for real-time updates and modifications. This integration not only improves operational workflow but also empowers brokers to serve their clients more effectively and with greater agility.
Customer journey maps served as a vital tool for ensuring that capabilities were integrated seamlessly within an existing business generating ecosystem. By visually illustrating each user touchpoint, these maps helped identify potential areas of confusion or friction in the user experience. This process allowed me to anticipate and mitigate pain points that could arise during typical interactions, ensuring that all features are aligned with user expectations. Leveraging insights derived from the journey mapping, we refined the integration strategies, leading to smoother transition and a more cohesive broker experience. Ultimately, this proactive approach fostered a deeper understanding of customer needs and enhanced the overall satisfaction, not to mention an increase of 15% in zero-touch endorsements.
Current
Public Site Navigation Optimization
The complexity of our business structure out grew the current public website left-hand navigation. It was necessary to rethink the navigation scheme while maintaining the current IA.
Future
We leveraged card sorting exercises to better understand the organization and to determine if slight optimizations would be manageable.
By moving to the horizontal mega-menu, we not only increase the organic discovery of our offerings, it delivers a more efficient presentation of our global footprint.
We also incorporated a global navigation element to allow users to more easily visit the multitude of regional sites if desired.
