Enterprise UX / Permission systems / Self-service
I worked on AIE from its initial capability baseline through two launches, designing how policyholders find information and act within their access.
Ownership & collaboration
I owned the end-to-end product design of the insured portal, working with product owners, product managers, developers, users, and stakeholders.
The same portal had to make sense to people with very different access.
Policies, claims, billing, documents, and reports needed a coherent self-service experience. But the actions a person could take depended on their business unit and permissions.
I worked from the initial capability baseline through phased delivery, design-system work, feedback collection, and a post-launch UX audit.
I documented the baseline capabilities before designing beyond them: registration, employee emulation, navigation, and policy and claims expectations. This gave product, design, and engineering a common definition of the first phase.
The tradeoff Upfront documentation before screen production, with fewer ambiguous assumptions for delivery.
Policy links, claims visibility, and billing actions vary across users. I treated these combinations as intentional experiences, rather than hiding controls at the end and hoping the layout still worked.
The tradeoff A larger state space to design and review, but clearer behavior at the edges of access.
I coordinated satisfaction-survey UX and validation, then authored an audit across login, dashboard, policies, claims, billing, and settings. The audit organized defects and linked them to follow-up work.
The tradeoff Continued attention after launch instead of treating release as the finish line.
A persistent left rail gives users a consistent anchor across the portal.
Rows and status labels help users identify the policy they need before moving into detail.
Search and filtering sit with the policy list rather than in a separate destination.
Qualitative outcomes
The hardest details were often the ones a user should never have to think about.
This work strengthened how I document behavior, collaborate across business units, and review edge cases with engineering. My contribution included the capability baseline, permission-based states, claim-entry components, satisfaction-survey UX, and the audit.
For the next iteration, I would pair the audit backlog with journey-level analytics and validation across low- and high-complexity user roles.
These screens document the interface work; they are not a before-and-after comparison.