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Insurance App

Final results of the redesigning insurance.
Resident Insure, a B2C renters insurance product, embarked on a comprehensive initiative to enhance both customer acquisition and retention. With the goal of increasing annual operating profit (AOP), the team partnered with product and engineering to drive revenue up to the $21.1 million mark, leveraging a series of targeted user experience (UX) improvements and business process optimizations. The result was a 69% increase throughout the insurance product, with an increase of $9.56 million in revenue.
Final app screens for desktop and mobile.

Research

I organized a multi-team “Data Week,” coordinating efforts across nine teams by blocking calendars to prioritize critical research. Recognizing that insights are most impactful when supported by cross-functional collaboration, I prepared and aligned teams to uncover and present key product findings. I also developed a conversion rate funnel to clarify each team’s impact on product success and to inform future improvement efforts.
Data week participants
Tools used in data a week
Process used in data week
Journey, maps and diagrams constructed to better understand the insurance process.
Aspirational design goals.

Improvements

Systematic design improvements enhanced the product experience, delighting users and driving business growth. Clear policy details and a robust chatbot empowered board customers to self-serve effectively. By addressing cancellation reasons—primarily due to apartment moves—we successfully reduced churn by encouraging policy continuation. Incremental UX enhancements boosted conversion rates, while an expanded product offering attracted new business.
Improvements made to cancellation, customer, self service, information architecture, and product offering.