Allstate
User Experience Architecture
The My Account team was responsible for Allstate's self-service portal for customers. I was one of 2 UX Architects that supported 50 team members across 6 separate scrum teams. My responsibilities included interaction design, information architecture, wireframing, prototyping, and usability testing for a responsive website that catered to 45 million annual logins. I worked collaboratively in an agile environment with product owners, interdepartmental UX teams, and developers.
Auto ID Cards
Conceptualized a flow to allow users to easily access their Auto ID cards within 1 click of the homepage. Designed an alternate mobile experience to allow users to quickly display their cards on a full screen device for easy access on the go.
Navigation Prototype
Created comprehensive prototypes (mobile and desktop) for navigation testing purposes. Users could navigate to anywhere on the site, from any page. 12 users were given tasks to complete and a card sorting exercise in order to inform a new navigation pattern, information architecture, and nomenclature for the website.
Automatic Payments
Gave users the ability to edit, suspend, or cancel their automatic payments in one cohesive flow, while notifying them of essential billing information. Created and updated prototypes that underwent several rounds of iterative testing.
Policy Endorsements
Simplified the complex task of adding policy endorsements to Auto and Home policies, while balancing UX and business requirements.
Login Assistance & Registration
Thought through a complete registration flow, that by virtue, is typically prone to user error and security risks. Identified multiple layers of authentication while simultaneously identifying unique users wanting to register, reset passwords, or recapture usernames.
Text for Information
Integrated an AI bot system into the profile page to allow users to interact with the site in a completely new way. Users are able to send texts to elicit commonly requested policy data. Conducted 2 rounds of usability testing to perfect the flow and presentation of this feature.
Billing Explanation
Allow users to review their upcoming payment schedules at a glance when enrolled in automatic payments. Provides users with real-time data, with the ability to look up billing definitions and keep tabs on their payment details.
Responsive Sitemap
Updated and maintained a comprehensive sitemap for Allstate's self-service portal. Used Axure to link processes, flows, pages, and complex tasks in a digestible diagram.
Change Address Form
Re-architected the construct of this form, in order to provide dynamic form fields for appropriate users. This allows users to change their address for any/all of their policies simultaneously, while providing agents the necessary info to process their request. Users are presented with helpful tips to guide them through a customized experience.
- Carol Heck, Chief My Account Product Manager
“YOU EVOLVED INTO A VALUABLE, EQUAL PARTNER... CONSISTENTLY BRINGING SO MUCH TO THE TABLE. WE’VE REACHED A WHOLE NEW LEVEL OF TRUST AND PARTNERSHIP. OUR RELATIONSHIP HAS MATURED TO THE POINT WHERE WE ARE FINALLY TRULY LEVERAGING YOUR FULL VALUE"