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More case studies

Three more case studies cover enterprise work and are password protected. A summary of each is below.

• AI Prototype Review

  Password protected

  An enterprise insurer: Review lead

  An AI-generated prototype advanced past design with cited claims that all looked equally credible. I led a review that traced every citation to its source, audited accessibility in the browser, and proposed checkpoints for AI-assisted work. The review was delivered. The checkpoints are still under consideration.

  Relevant skills:

  • Accessibility
  • Design review
  • Research evaluation
  • AI-assisted workflows

• Designing for Trust in Online Insurance Quoting

  Password protected

  An enterprise insurer: Research and user experience (UX) strategy lead

  Insurance shopping starts from mistrust, and on this platform shoppers didn't know the company running it. Before designing anything, I tested a common assumption: that trust and distrust are one dial.

  The question

  Are trust and distrust one problem, where raising one lowers the other, or two separate problems that need separate fixes?

  How I tested it

  I wrote hypotheses before fielding anything. A survey measured trust and distrust separately, and unmoderated walkthroughs showed how people reacted as they moved through a quote. Where ratings and behavior disagreed, behavior won.

  What I found

  They behave as separate problems, with different drivers and different exits. Trust predicted finishing online. Distrust predicted calling for help or abandoning the quote. Reducing distrust moved behavior more than adding trust.

  The strategy

  Fix each on its own track, and test them separately so it's clear which change moved which outcome. In the flow, that means easy questions first, a reason beside every sensitive question, and personal and financial details deferred until a carrier needs them.

  What I handed off

  A strategy written in four tiers, from an executive summary to a builder reference, and annotated lo-fi wireframes for the intake phase. Handed to design in July 2026.

  What's still open

  Build and results sit with the program, so no outcome is claimed.

  Relevant skills:

  • User experience research
  • Product strategy
  • Interaction design
  • Design-to-development handoff

• Mapping the Operation a Partner Couldn't See

  Password protected

  An enterprise insurer: Senior UX Design Lead

  A digital-first partner insurer sold our homeowners policies but couldn't see what happened after bind. I built the enterprise's first service blueprint to show the whole operation, from the customer to the backstage, on one timeline.

  The question

  What happens to a policy after bind, and who does the work? The partner needed that answer before deepening the relationship.

  Why a blueprint

  It's the one artifact that holds the customer's experience and the backstage work in the same frame, on the same timeline.

  How I built it

  Interviews with domain experts across underwriting, inspection, renewal, claims, and billing, mapped from bind day through the end of the term. Eight sub-process maps cover the spots the main map couldn't resolve on its own.

  What it surfaced

  Backend systems more complex than anyone outside them knew, and operating knowledge that lived in experts' heads, not in documents.

  What changed

  Assumptions about claims and inspections gave way to how the work actually runs. The partner team reused the content with other partners, without the visual.

  What's next

  A lighter, componentized blueprint, with a playbook and a decision map, so the next one costs less than the first.

  Relevant skills:

  • Service design
  • User experience research
  • Information architecture