Concept Design Lead for Financial Services and Insurance Company Seeking to Create a Digital Experience to Empower Government Workers

The team sought to lay the ground work for a new digital ecosystem that connects public sector workers with a holistic set of offerings and guidance across wealth, health, and lifestyle through a powerful digital platform experience.

• Bailey developed key user needs based on pre-existing quantitative research and consumer trends.

• Synthesized inputs (quantitative research, user needs, stakeholder input, co-creation session outputs) to develop 4 distinct digital product concepts that visualized our powerful value proposition.

• Ideated and sketched out feature sets, 28 mid-fidelity wireframes were created for for testing purposes and act as a visualization of the future experience.

• Communicated wireframes in the form of detailed user journeys across two design targets.

• Contributed to the potential value exchanges across actors, key considerations, and recommended approach to optimizing the path to Phase 1 launch.

Designer for a Retail Pharmacy and Insurance Company Seeking to Improve their Claims Experience

The team set out to identify where the greatest NPS impact can be made in the member claims experience, rooted in member insights.

• Bailey developed current state claims journey service blueprints to understand experiences and pain points.

• Determined opportunity areas by triangulated data onto the service blueprints. With NPS scores and member feedback to uncover a correlation between hard NPS data and experience data.

• Developed opportunity areas based on prioritized pain points and NPS data to gauge impact.   

• Led co-creation with members for improvement ideas, led an internal ideation session, and designed concept one pagers that were used to ‘shop’ the idea around the organization to gain funding.

• Incorporated previously conducted research to determine  concept impact based on NPS scores and number of people impacted.

Design Lead for an Investment Banking Firm Seeking to take an Experience-led Approach to their Upcoming Branch Team Transition

Our team supported the client through their largest internal transition to date, defining, planning, and executing a transition for over 14,000 branches.

• Bailey synthesized data from multiple workstreams into a single "source of truth" to guide solidification and unification of the transition, creating an engaging story to align teams on the transformation approach.

• She developed easily digestible and visually powerful artifacts that brought an incredibly complex topic to life, accompanied by tactical next steps, to enable rapid unification of transition planning efforts.

• Bailey identified key overarching risks to the transition experience that could impact the effort if not addressed, and created a trust framework with critical pillars for maintaining trust during the transition. She also developed solutions to build trust with branch teams despite current impacts.

• Linked tactical delivery items to five key long-term shifts that branch teams will undergo, presenting them in a more concrete and understandable manner.