Led proof of concept design in building a Salesforce instance to streamline and modernize the auto insurance process.
Conducted ethnographic research (interviews, fly on the wall observation, shadowing, contextual inquiry) for the claims, product, pricing and contract cancellation processes leading to enhanced insights for stakeholders.
Utilized Figma to design initial concepts using Salesforce Lightning UI components and delivered 50+ wireframes which led to better alignment between the client and ACN and 100% approval for the first stages of development.
Results
30% Less Contract Cancellations
Over a 3-month time span post project roll off.
Improvements in
1. Batch cancellation processes
2. Pricing buckets setup
3. Product listing organization
43% Improved
Case intake time based on avg case intake time. This exceeded the goal of 35%.
Overview
The client was feeling the effects of having an outdated insurance case processing system for their representatives.
They needed to migrate to a new system that would allow for them to cut down on case processing time, join all processes into one space to share information company-wide and help the business scale regardless of case intake.
A learning curve for me was using the SLDS 2 design system from Salesforce. Luckily, I already had 2 certifications with Salesforce.
