Product Design at Allstate

Depending on the project, we use Agile or XP Paired Methodologies, along with a variety or UX design and research methods. Below are some of my favorite projects.

Liability Analysis Tool

How might we transform the liability process so that adjustors have more time for critical thinking tasks and spend less on data collection?

At Allstate, liability adjustors are busy. They have the tough task of hunting down information on a claim, determining who was at fault for the accident, and compiling that data in a way that supports their decisions.

My team was tasked with rethinking the liability determination process so that adjustors are able to complete investigations on more claims, with more ease, and more consistency. I saw the project through MVP launch into a scaled rollout, with average time to complete decreasing 28% and high user praise from users.

My role:

As a product designer, I was responsible for designing and testing an MVP solution, then used generative research methods for continuous improvement.

We tested regularly with users across the country using a variety of research methods, and used their feedback to inform our feature list. Our team worked closely with business and product stakeholders to prioritize these features to achieve business and user goals.

I also saw the product through a rebrand, implementing Allstate’s design system across the product and increasing consistency and efficiency enterprise-wide

UX Methods Used

• XP Paired Design Methods

• Design System Creation

• Interaction Design

• LUMA Problem Framing Methods

• Design Studios

Research Methods Used:

• Usability Testing

• Contextual Inquiry

• Card Sorting

• Rapid Prototyping

• UMUX Surveys

Customer Claim Filing & Status

How might we improve the process of online claim filing so that users can be made whole again faster and with less stress?

Filing a claim is a highly stressful task. The user has just experienced a loss, and be it large or small, their goal is to return to normal life as soon as possible.

My team was tasked of taking an outdated product with some process dependencies and transform it into a clear, low-stress experience that made users feel confident they’d be taken care of.

My role:

For this product, I functioned as a visual designer, leading the product through a rebrand that brought the product up to the polished and professional standards that Allstate customers expect. I also ensured product responsiveness and compliance with WCAG 2.0 standards.

I also worked closely with UXA’s, content strategists, and researchers to improve the experience and ensure each user task was simple and clear.

UX Methods Used:

• Agile Methodologies

• Responsive Design Systems

• Accessibility Audit

• Interaction Design

• LUMA Problem Framing Methods

Research Methods Used:

• Usability Testing

• Rapid Prototyping

• User Interviews

• Guerilla Testing

• Observation

My Account Customer Portal

How might we design our navigation in a way that surfaces immediate need information, while allowing users to discover other benefits available to them?

My Account is the main hub for all Allstate customers– it is where they pay their bill, update their coverages, or check the status of any claims. However, My Account was originally architected in a way that made sense to insurance insiders…but not to everyday customers.

My team was tasked with redesigning My Account’s navigation so that it reflected user needs while making other content more discoverable. We did this by interviewing users to discover their mental model of their own insurance policies, then combining the results with the most common jobs to be done. Coinciding with an enterprise rebrand, we designed a navigation that was mobile first, WCAG 2.0 compliant, and personalized to each user.

My role:

As the lead designer on this project, I worked with architects, content strategists, and researchers to deliver a design that not only worked for My Account, but was flexible enough to be adopted Enterprise wide.

UX Methods Used:

• Agile Methodologies

• Mobile First

• Design Studio

• Round Robin Sketching

Research Methods Used:

• Tree Testing

• Remote User Testing

• Rapid Prototyping