Warranty Claim Process Redesign (Bestway Global) Goal: Increase online warranty claim submissions, reduce inbound call volume.Research:Service department was processing warranty claims over the phone 10x more than online. Surveys found less than 10% of customers knew they could submit claims online. Original warranty process was confusing and prone to glitches. See the work (InVision Prototype) Process was redesigned to resemble an online checkout process. Version 2 (w/ UX notes)I created a more ideal version with UX updates applied via SketchVersion 3 Help Center, Transactional Email (ClearVoice) Developed architecture for help center (Zendesk and Intercom) Wrote and managed library of content Created action-based communication for customers and users Launched help center and SaaS product for Fiverr-acquired startup clearvoice.comhelp.clearvoice.com Travel Insurance User Portal Developed data-based buyer personas and target audience strategyCreated the user experience workflow, microcopy and tooltips UX project for international insurance client Travel Insurance TypesTravel Insurance Destinations