Redesigning the vendor experience in insurance to reduce complexity and build trust.

🟦 Project Snapshot

• Client: Insurance Platform (Confidential)
• Project: Renovation Center Redesign
• Role: Lead UX Designer
• Duration: 10 weeks
• Team: PM, BA, 2 developers, 1 QA, 1 UX (me)
• Tools: Figma, Miro, Jira, Zeplin
• Outcomes:
  • 40% reduction in time spent per vendor case
  • Clear project visibility across stakeholders
  • 68% task success rate increase in usability testing

🟣 The Hook – “I spend more time updating the system than actually doing the work.”

That line from a contractor pretty much summed it up.

The Renovation Center—where third-party vendors managed insurance-related renovation work—was a critical workflow buried under unclear UI, repetitive forms, and disconnected tools. For users in the field, the platform was more of an obstacle than a partner.

We were asked to fix that. Not with a facelift, but with a real rethink of how vendors interact with the platform and how the platform supports the entire lifecycle of a renovation.

🟨 The Challenge

This wasn’t about modernizing UI—it was about:

• Reducing friction for vendors and internal teams