UX Design
As a UX designer, I am passionate about creating digital experience that are easy and comprehensive to users, without calling attention to any special design being done at all. If you don't pause to think about where you're going or how things are laid out, I've done my job right.
The projects on this page were done on publicly viewable pages or outside of NDA contracts. To see works done with John Hancock's internal systems, please use the button below.
John Hancock - Website Forms Experience
The Website Forms Experience project was an overhaul of an outdated forms experience on johnhancock.com. Prior to the redesign, customers regularly complained about being unable to find forms, even when they were on the forms page of the website.
My role in this project was a full discovery of the existing problems with the page, along with proposing a visual redesign that functioned for both desktop and mobile users. After launching the new page, the NPS score of the page rose by multiple points, and the number of calls relating to forms decreased.
This experience is live on the public John Hancock website, and can be seen here.
Apprendis - Inq-ITS "Leaky Funnel" Project
The Leaky Funnel redesign project was an overhaul of the Inq-ITS software interface to make the flow easier to understand for new users. I designed and created all wireframes, mockups, and assets related to this project.
My focus in this redesign was ensuring that users always understood where they were in the software and had direction on where to go when first logging in. Since many of their users (teachers and administrators) are older or otherwise not tech-savvy, I moved away from using icons without wording to help users without native icon knowledge, and used larger font sizes since users are more likely to have sight impairments.
After implementing my design changes, user retention for Inq-ITS dramatically increased, leading to receiving a fraction of the help tickets and calls than with the older design.
