Impact at a Glance
The Challenge
Progressive acquired Protective Insurance, and with it, a legacy Workers' Compensation portal built over years of incremental regulatory changes. The system needed to be brought in line with Progressive's Digital Brand Guidelines while simultaneously addressing deep usability and accessibility gaps that had accumulated in the legacy platform.
"The legacy Protective portal had been built around regulatory data structures, not around how claims adjusters actually work. Transitioning to Progressive's brand standards revealed how many usability debts had accumulated in the old system."
- No coherent IA, navigation was feature-driven, not task-driven
- Multi-step claims flows had no progress visibility, users abandoned and restarted
- Zero WCAG 2.1 AA compliance, inaccessible for assistive technology users
- Inconsistent interaction patterns across modules creating high cognitive load
- No reusable component framework, each module built independently
My Role
UX Architecture Ownership
IA, workflow structures, and interaction patterns across claims, compliance, policy, and reporting modules.
Stakeholder Research
Interviews with claims adjusters, compliance officers, and policy admins, uncovering hidden workflow inefficiencies.
Figma Prototyping
Low- and high-fidelity prototypes for complex multi-party claims, regulatory compliance flows, and policy lifecycle.
Accessibility Leadership
WCAG 2.1 AA audit and remediation. Accessibility-first approach embedded from first wireframe, not final audit.
Heuristic Evaluation
Comprehensive analysis of the legacy portal, prioritised improvement roadmap by business impact and feasibility.
Design System Contribution
Reusable UX patterns reducing redundancy across modules, foundation for a scalable enterprise design system.
Workflow Architecture, Before vs After
The core fix: restructured IA around user tasks and roles, not the underlying data model. Progressive disclosure reduced cognitive load at every step.
Design Process
Research
Stakeholder interviews with claims adjusters and compliance officers
Heuristic Audit
Systematic evaluation of legacy portal, prioritised by business impact
Prototype
Low → high fidelity in Figma. Progressive disclosure for complex flows
Accessibility
WCAG 2.1 AA audit + remediation embedded in every sprint
Production screens are protected under client NDA. Process artefacts, wireframes, and heuristic analysis available for review under NDA.