Call Center CRM & Quoting

Although this product was built in MicroSoft WPF over 8 years ago, it is a robust internal tool which continues to be enhanced with various features and improvements. It is used by thousands of new and seasoned employees every year to support and service hundreds of thousands of health insurance customers, and it is a key component in the success of the company.

My Involvement
  • Ongoing user-research, testing, feature validation and functional analysis to find ways to cut costs and improve the experience for both our employees and our customers.
  • Wireframing, prototyping, design documentation, and ideation to support product initiatives.
  • Maintain positive relationships with end-users of each role for research opportunities and closed feedback loops.
Design Spec: Quoting Physician Networks

Design Spec: Quoting Physician Networks

This system required integration with third party data services which also meant carefully accounting for every possible scenario to ensure a controlled user experience.

Design Spec: Profile Management

Design Spec: Profile Management

Designing for complex customer profile management systems requires enforcing clean data entry and preventing errors.

Interaction Workflow: Checkout

Interaction Workflow: Checkout

Designing for systems with multiple user roles and differing permissions means identifying the various scenarios and how they differ between each role. Design specifications are often workflow diagrams, mockups or a combination of both.

Functional Diagram

Functional Diagram: Appointment Scheduling

The optimal time to schedule an appointment for a customer seeking health insurance products depends on their circumstances. I worked to identify and design tools to help our employees make education appointment selections.