Allstate Projects
High-level overview of my design work at Allstate - I served as the sole UX designer across all featured initiatives and led UX research for the News experience as well as most dashboard features and flows, ensuring each solution was grounded in user insights and aligned with business goals.
Personas — user types, goals & pain points
Defined representative user types and mapped their pain points to CX standards and norms. Produced future-state narratives that align leaders on measurable outcomes.
Agent (Agency Owner / Licensed Producer)
Goals: Grow and retain business, provide advice, stay compliant.
Pain points: Juggling multiple systems, explaining rate changes, balancing sales with service.
Licensed Sales Professional (LSP)
Goals: Sell and cross-sell, service policies, hit agency targets.
Pain points: Switching between quoting/servicing tools, lack of household visibility, time pressure.
Unlicensed Staff
Goals: Support workflow (calls, payments, scheduling), reduce licensed staff workload.
Pain points: Limited permissions, reliance on licensed staff for escalations, restricted system access.
Office Manager
Goals: Oversee operations, manage staff, monitor performance and compliance.
Pain points: Lack of consolidated reporting, onboarding challenges, coordinating roles with different permissions.
Agency workspace - dashboard & navigation
Unified high-use disconected tools into a single workspace with clear navigation and an actionable dashboard delivering the highest value insights and funcionality. Your agency's front door to all of your most important insights, tasks, and information.
AI search - context-aware and connected intelligent assistance
Explored a unified, context-aware help/search experience that connects knowledge sources, agency metrics, customer information and additional resources - delivering answers within task flow.
Demonstrating the interactivity of AI search and how it lives outside of any individual page
News - stay informed with all news relevant to you
News application designed to bring the most relevant information to each user based on their location and persona
Prototype walkthrough of the redesigned news application
Metrics - tracking performance actuals to goals
Progress to goals and performance indicators to help leaders and agents track metric allocation at an agency and individual level
Intelligent design and automation to help you manage goals related to your agency and staff
Tasks
Allow users to work tasks related to their agency's and customers
Working a task