Symetra Digital Customer Experience

The product

Symetra’s statements, billing, and payments were entirely paper-based. We moved them onto a single self-service platform, launched in December 2020. I was one of five designers on a 21-person cross-functional team of business analysts, product owners, developers, and designers, working in sprints from research through handoff.

Usability testing

I stood up the team’s usability-testing practice. I moved the team onto UserTesting.com and wrote the workflow so any team member could run a study. I then tested key flows across desktop and mobile and fed the findings back into design.

Desktop study

Mobile study

Design system and files

I contributed to and maintained the shared design library used by both the Customer and Partner product teams. I also restructured the team’s Figma architecture into one file per feature with a consistent page structure, so stakeholders, analysts, product owners, and developers could all find the designs they needed as the product grew.

Working with the team

I wrote user stories and acceptance criteria and took part in sprint planning alongside business analysts, product owners, and engineers. I authored the design-to-development handoff guide and delivered hands-on Figma training built around discussion and practice, so client-side designers could contribute to the library without creating design debt.