Case study in progress, coming soon
As Principal UX Designer, I led a 7-month UX redesign of a confusing Coordination of Benefits form that was causing user frustration and costly data errors. By transforming it into an adaptive, TurboTax-style journey with smart branching, pre-filled data, and real-time validation, completion rates rose from 60% to 92% and customer service calls dropped by 23%. When later rebuilt without UX involvement, performance collapsed—highlighting the lasting business value of strategic, research-driven design.
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