COUNTRY Financial · UX Analyst II · 2019 – 2020
I transformed the initial payment experience for new household onboarding — interviewing 22 representatives across lines of business, traveling to observe top performers, and producing a service blueprint that leadership adopted into a broader five-year company strategy.
Replace a labyrinth of disjointed steps and ambiguous statuses with a consistent, confident payment onboarding experience.
Blueprint approved and integrated into the company's five-year strategy for billing and payments.
A proposed payment workstream collecting real-time payments at policy signup, representatives who could finally give customers confirmation, and research so thorough it reshaped multi-year planning.
Twenty-two representative interviews across lines of business. Cross-state travel to observe top-performing agency reps' actual intake processes. Moderated usability studies on new payment mock-ups. The legacy system was 15 years old — understanding it demanded more than a survey.
Much of the system couldn't change. But the research revealed the risk clearly: reps gathering payment info on clipboards, customers never receiving confirmations, and slow processing that handed competitors a window to steal new business. I proposed a payment workstream that collected down payments at signup — a change achievable within constraints, valuable immediately, and foundational to the longer-term strategy.
Ask me about how deep research earns a seat in five-year strategic planning.