Overview
Manage the UX for the Allstate Life product offering and build a new insurance subscription product from start to finish. Manage, plan and lead the UX team in building the new Homeowners experience, while training and mentoring junior designers.
My Role
UX Lead
Senior UX Designer
Stakeholders
- Current Customers
- New Customers
- Allstate Leadership
- Allstate Customer Service
- External Vendors
Tools
- Mural
- Agility
- Figma
- Teams
- Outlook
- Zoom
- Excel
- Microtoft Planner
Research
Designing and building an insurance subscription service, the first of its type in the USA, was no small tasks. The team I joined already had setup their user flow and tasked me and my team (UX, Content, and Visual designers) with improving the experience. I turned to my trusted 5 E's Experience model to elevate and propose a new solution. Allstate customers were already consulted on what they would expect from this service.
Since an insurance subscription service was a novel concept, at the time, I lead my team into researching successful and unsuccessful subscriptions that already exits. We collaborated and captured what ideas we wanted to carry into this new offering, known as Flex.
Sketch + Wireframe
With the learnings we gathered from our primary and secondary research, I asked my team to create a list of questions that we would answer using sketches. We used these sketches to test with users and implemented their feedback into our revised designs and created wireframes. Using AB testing, we also learned what potential users preferred, and what interactions they would expect.
Prototype
After numerous rounds of testing, I lead my team in building a high-fidelity clickable prototype. We tested this prototype with users and implemented their feedback. I was involved in the process of shopping for potential vendors to build on their platform. I used this prototype to present to those companies in order for them to fully understand our asks, and to be able to relay to us any possible challenges we might encounter.
Project/Product Management
The Flex project was put on hold, and my role transitioned to being the UX Lead over the Homeowners experience. In this role, I managed the Homeowners backlog in Agility (a project management software), planned feature timelines for visibility to the org, assigned designers, met with stakeholders to capture design requirements, mentored junior designers, oversaw the design process, and approved final designs.
Below are some of the many designs that I approved for our new Homeowners experience. It includes parts of the Home quote experience, as well as the Digital account experience.
