Say Insurance Customer Services

Please note: This is only available to Say Insurance employees and I can’t post the design publicly.


I worked with this team to help build a policy change web application for Say Insurance’s customer service department and to make sure Salesforce was streamlined and as easy to use as possible.

Goal: Implement Salesforce and ensure that it was intuitive enough for relatively new Customer Services employees. The idea was to have it simple enough that they could easily complete tasks without much thought when a customer is on the phone so they could focus on that conversation. Due to high employee turnover in this department this would also help to reduce training. I also worked to ensure that an in-house application integrated well within Salesforce.  I designed the in-house application and a couple of minor interfaces for Salesforce.

Duration: Testing Salesforce lasted about 6 months with usability testing occurring once every week or once every two weeks. I worked on the in-house application that was to integrate with Salesforce for two years.

Team: I worked with a Scrum team that included three developers and two Salesforce developers. I worked closely with the Product Owner and the Customer Services Team Leads as well as Customer Services Reps.

My Role: UX Architect


To kick the project off I interviewed the product owner, team leads and business partners to determine what the goals of the projects were.

I sat with Customer Services Reps once a week and watched them work to get an understanding of how they worked, what their current hurdles were, what worked well for them, etc.

I worked with the Customer Services Business Analyst to get reports on most common customer services calls and ongoing unsolved customer services issues.

Usability Testing:  I was able to set up regular tests with the Customer Services Reps to quickly test wireframes or features and fixes that had been implemented in the last week or two.  I set up observation rooms for anyone who was interested in observing.  I worked with the the in-house application developers, the in-house Salesforce developers, and a Salesforce agency to try and implement any of the issues found during usability testing.

Shelter Insurance Social Media Content Library

Please note: This is only available to Shelter Insurance agents and I can’t post the designs publicly.


Overview: This is a website agents can go to to get social media posts that have been put together by Shelter’s marketing department.

My Role: When the project first started I was the Lead Front-End Developer but quickly became the UX Designer.  

Goal: Provide an easy way for Agents to access social media posts created by Shelter’s Marketing Department.  Agents were copying and pasting posts from a PDF and consistently making mistakes. Due to the location of the PDF, it was cumbersome for them to get to the content.

Duration:  This project lasted about two years due to losing priority from management a couple of times.  

Team: Since this project was so long the team consisted of myself, and three other front-end developers.  Only two developers were working on it at the same time.


I was given very little access to Agents for this project so I wasn’t able to research as much as I would have liked.

My attempt to hear from all Agents was to send out a survey. I asked questions about their likes and dislikes of the current system, how often they post to social media sites, what their motivation is for posting, etc.

Other than the survey I was given very limited access to the Agents so I spoke with the people who interacted closely with them. This consisted of Marketing Department employees. I talked to them about their conversations with Agents and asked them what information Agents needed to share, where they were making errors, and what the common complaints and compliments were for the current process.

The Problem

I discovered that The Agents were having a hard time copying and pasting from a PDF document, customizing the content, and weren’t able to access photos for their social media.  As a result the following features were implemented:

Display a photo for the Agent to download easily.

Allow Agents to select which words in a sentence would be best for their particular situation. We determined that highlighting the customizable words and allowing them to simply click the word they wanted to use would be the easiest solution for sentence customization.  Example: Call me| my office at XXX-XXX-XXXX.

Allow them to enter their contact information and save it in a cookie to allow for auto-filling in posts. Example: Call me at 573-639-9999

Provide an easy way to select and copy all the text after customization.

Allow them to filter based on social media platform and topic.

In speaking with Marketing it became apparent they were dedicating a lot of time to the social media posts. Due to this we decided to provide a section for guidelines, instructions and FAQs to reduce the amount of time Marketing had to spend talking with Agents..


I was not given permission to take anything to Agents to have them test.  Since Marketing spoke with them the most, I tested the application with those who weren’t assisting throughout the development process.  I also did some quick hallway tests with Shelter Insurance employees.  I looked for employees who had experience posting to social media and had the same amount and type of insurance knowledge as Agents. These participants were as close to representative users as I could get.

Shelter Insurance Agent Intranet

Please note: As this is an intranet site it is only accessible to Shelter employees

  • Worked with business partners for requirements gathering
  • Worked with many departments and people to help with information architecture.
  • Wireframing.  This is a large site with three main sections.  Each section contains about 10 pages on average that can then lead to additional pages.
  • This was one of those intranet sites where some of the content wasn’t been looked at in years and nobody knew who owned it.

Shelter Insurance iOS App

  • First project where I was able to start usability testing at the very beginning of development and continue until the (nearly the)end
  • Prepared testing script and test plan
  • Set up equipment to record tests
  • Moderated users during usability tests
  • Compiled notes from recordings of usability tests into spreadsheet to prioritize necessary changes
  • Worked with iOS developer to implement changes based off of testing results
  • Worked with iOS developer on UX and front-end design

Loan Pie

Please note: This project is still underway and has not yet launched

  • Started off as principal UX architect and grew intro project manager over the course of two years
  • Completed competitive analysis
  • Created proto-personas
  • Create fully interactive wireframes
  • Onboard new employees
  • Build user stories
  • Use for project management ticketing system
  • Meet with client weekly for progress reports and demos


Shelter Insurance Public Site

Shelter Insurance Screenshot




  • Design and redesign based off of usability testing, wireframes and prototypes
  • Backend user training
  • CMS admin
  • Communicate with developers to ensure website functions properly
  • Iterate with coworkers on redesigns using  protoypes and/or wireframes.
  • Lead design brainstorming sessions with three to six people.
  • Train and work with new hires on design and usability issues.
  • Redesign or design and build subdomains, intranet sites, partner websites and sections.
  • Work with developers and associates on front-end issues as necessary.
  • Focus on the user experience for all projects.  This includes activities like usability testing, surveys, analytics, etc
  • Link:

Mindful Movement Physical Therapy

  • Met with client to gather requirements
  • Lead team of five to launch the site
  • Helped front-end developer start with design
  • Focused on best usability guideslines throughout project
  • Setup analytics
  • Created training document
  • Link:

Shelter Insurance Policy Change

  • Please note: This is only accessible by Shelter Insurance clients
  • Assisted in requirements gathering.
  • Focused on UX Design. Designed the flow of a complex task to cause the least confusion for customers.
  • Lead front-end developer through development process.
  • Held first round of usability testing and created PowerPoint presentation based off the findings.