The Allstate Preference Center project involved a full redesign of an internal application used by call center employees and agents to view and update communication and billing preferences for customers.
Simplicity was a major factor in our redesign, and the new application made use of newly established UI patterns, and a visual language that would eventually make it’s way to other key internal applications.
I worked closely with business analysts to research and uncover issues with the existing applications, create user flows and high-fidelity wireframes, limited involvement from a visual design team to produce the final product. We regularly tested interactive prototypes with users, helping us refine our direction and ensure success upon launch.
Users flows were created and used extensively to evaluate the variety of ways agents can navigate the application and individual quotes, helping us reduce complexity and provide logical pathways to key tasks they must complete.