Enterprise Product Design at Scale

Challenge

Claim administrators frequently worked across notes, forms, and tasks while progressing a claim.

The platform only supported editing one area at a time, forcing users to constantly switch context and follow workarounds to transfer information between different sections.

Solution

I redesigned the experience around a flexible side-panel workflow.

Notes could be edited inline while forms and tasks opened as contextual overlays, allowing users to review, compare, and update information without leaving their current workflow.

Challenge

Clients could customize the platform's appearance, but the experience provided little guidance.

Users could create configurations that negatively impacted accessibility, readability, consistency, and overall usability.

Solution

I transformed the tool into a guided design portal featuring live previews, contextual examples, accessibility safeguards, predefined configuration ranges based on UX and design system best practices, and clear typography guidance to support consistent, readable text styles.

Challenge

Managing payment methods was cumbersome and key information was scattered throughout the interface.

Users had no efficient way to add payment methods during their current workflow.

Solution

I introduced payment tiles that consolidated payment information into a single view while allowing users to add, edit, remove, and assign default payment methods directly within the experience.

Challenge

Customer Service Representatives often avoided the built-in notes functionality due to performance issues, poor discoverability, and the risk of losing information during navigation.

Solution

I designed an AI-powered assistant capable of capturing notes, analyzing transcripts, suggesting actions, initiating workflows, and helping users complete tasks without navigating through multiple areas of the platform.

Challenge

Users needed to visit multiple areas of the platform to complete routine tasks, review messages, validate information, upload documents, and manage workflow-related activities.

Solution

I created a centralized checklist panel that surfaced tasks, inbox items, validations, documents, messages, and workflow actions directly within the user's current context.

Challenge

There was no centralized way to create, manage, and distribute policy-related document packages. Teams relied on fragmented processes and manual coordination, making it difficult to maintain consistency, track updates, and ensure the correct documents reached customers and stakeholders.

Solution

I designed a packet management workflow that allowed users to assemble documents, preview content, rearrange items, create versions, manage drafts, validate content, and publish complete packets from a single experience.