Cresta Henry

The Objective

Create a home insurance app that addresses the needs of the company but also helps solve pain points that the customer may have when trying to buy home insurance.

The Discovery

When buying home insurance, through various research reports the company determined that there were two different buyers. Those that were new to home insurance and had many questions and concerns and those who had been through the process many more times and wanted to see a price quote more quickly. The team came up with an idea for two different user flows that in the end would produce a quote but one was built to take on more customer support questions. We decided to call this the Am I covered tool. 

The concept was to find common scenarios that insurance companies have to deal with. Some examples would be a tree falling on a house. The user would go through the tool and choose different scenarios and learn what insurance would do in that instance and what types of coverage would be needed. The tool was designed to free up customer support and also engage more new insurance buyers and give them more tools to make better decisions. When they choose their coverage amount they would be more aware of what coverages were and why they might need them.

The Role

Lead UI Designer for Coverage Tool concept
Lead UX/UI Designer for app concept

The Objective
Design a simple refill experience using a pharmacy app for grocery store chains like ShopKo.

The Discovery
The current experience required that customers have a store logged in with their user account however it wasn’t clearly to the users how to set their store in order to refill their Rx. This was discovered as a major pain point both for customers and for the business. Through analytics tracking, refill was called out as an action with a higher drop off rate and customer support calls supported that users were having trouble.

As a secondary part of the project a new home screen was approached to clearly give entry points for the user to understand what options they had available in the app. Once the user went through the Rx flow at the end they would be asked if they would like to favorite their store. Once they made a store their favorite, that store would show as their main store on the home screen where they could easily change it at any point. After the implementation users were refilling their Rx more easily.

The Role
UI/UX Designer

The Objective
Design a new guest user experience for the Med Remind feature within the CVS pharmacy retail app.

The Discovery
The previous experience did not allow for the user to explore the app until they signed in. Analytics reported a high drop off rate from the very first screen. A proposed guest experience with new flows was designed for the user to play with the feature before they were encouraged to sign in so they could then use the full feature of the app. New areas were designed for the user to get a taste before they wanted to commit to using the feature. Colors, updated iconography, and clear calls to action were implemented into the screens. Smart success messaging was also proposed for personal customized experiences based on what action the user last took.

The Role
Senior UI/UX Designer

The Typography used
Helvetica Neue