Enable frictionless commercial insurance acquisition process for small business owners
About the project
In the past 8 months, our team worked closely with Progressive Commercial Line experts to create a seamless insurance purchasing experience for small businesses. The goal of the project is to provide design guidelines for Progressive to simplify the process of obtaining appropriate coverage for small businesses and attract more customers through this new insurance distribution channel.
Team
+ Project Manager
+ Product Designer
+ UX Researcher
My Role
As the product designer,  I contributed to the overall foundational and evaluative research, I also led the design and testing of one innovative integration that leveraged emerging AI technology to provide cohesive and satisfying user experience.
Artifacts
+ Multi-fidelity Prototypes
+ Design Guidebook
+ Preliminary Design Concepts

Extension Designs

AI-POWERED

Reflection
Reflecting on my internship experience...
Find the flow
At the beginning of the internship, I tend to set ambitious goals that were theoretically achievable, but in practice, required more time and resources to execute. Through continuously experiencing and refining my workflow, I learned to break down large tasks into smaller, manageable chunks and setting realistic milestones based on the context. This helped me to have a clear view of the scope of the project and allocate resources accordingly, ultimately leading to better project outcomes.
Communicate often and early
Throughout my internship, I learned that early and frequent communication about work progress is essential to aligning team's goals and expectations. It provides transparency into my work and allows everyone on the team to have a clear understanding of what has been accomplished and what still needs to be done. In addition, frequent updates also provides opportunities for team members to offer feedback, ask questions, and share their own perspectives on how to move forward.
Prepare design alternatives
When it comes to creating designs, providing multiple options for review and comparison can be highly beneficial. Offering 2-3 design alternatives allows for productive discussion and exploration of various possibilities, helping the team to align the designs with the company's standards and industry best practices. It can also spark creative thinking, encourage collaboration, and lead to more informed design decisions. I will carry this in mind for my future design works.
Special thanks to the amazing Team
Thanks to: My mentor Lucas Colusso, for always giving constructive feedback on my work and challenging me to expand my potentials. My manager Liz Holland, for encouraging me to take ownership and guiding me through the internship program. And my project advisors/partners, Onkar Nath and Evelyn Donnelly, for being supportive throughout the project and allowing me the time and space to learn and grow.
A photo of 7 people having lunch together
Problem
For small business owners who are already juggling multiple responsibilities, finding the right insurance coverage can make things more complicated.
Figuring out the complexity of insurance choices, different policies, and all the requirements is turning out to be quite overwhelming for small business owners who have a lot on their plate. Progressive wants to seize this opportunity to make the process of getting the right insurance simpler. This way, small business owners can make sure their companies are well-protected without getting bogged down by all the complicated details of insurance.
Solution
Online banking members find it challenging to get tailored services.
Research has revealed that many BECU new online banking members encounter difficulties while navigating through the mobile web interface due to a lack of guidance. In addition, these new members have expressed a strong desire for more personalized and tailored services that align with their unique needs and interactions on the platform.

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