Church Pension Group needed a modern self-service portal that would reduce support volume and give members and administrators a simpler, more efficient way to manage benefits and personal information. I led the UX efforts for this initiative, focusing on clarity, usability, accessibility, and long-term scalability for the product and engineering teams.
Design Lead
June 2020 - November 2022 (3.5 years)
Figma, Sketch, Webflow, Invision, Agile, Wrike, Monday
Support teams were managing a high volume of requests because members did not have a straightforward way to complete key tasks online. The organization needed a self-service experience that was easy to use, reduced reliance on customer support, and built trust by giving users more control over their own information.
I partnered with business, engineering, and support stakeholders to understand user pain points and internal priorities. From there, I worked to align requirements, map key user journeys, and establish design patterns that supported both immediate needs and future product expansion.
The scale of the application made it challenging for teams to align on scope and requirements. I created a comprehensive requirements map that unified business needs, user goals, and development constraints. This improved cross-team clarity, reduced back-and-forth, and helped us move faster. As a result, we stayed ahead of schedule and maintained an early launch trajectory.
When development shifted to an outside firm, I quickly delivered user-focused mockups that translated requirements into clear, scalable interface patterns. Completing this within one working sprint allowed us to evaluate vendors immediately and kept the project timeline intact.
The dashboard needed a full refresh to support better usability and introduce new design standards. Key goals included simplifying content, increasing clarity, and creating more actionable paths for users.
Sketched structural layouts to align stakeholders and ensure that business and technical requirements could be met. These served as a shared foundation for user-centered discussions and early iteration.
Introduced interaction details and visual hierarchy so teams could evaluate behavior and usability. This stage helped identify refinements before committing to final design decisions.
Delivered final polished screens that reflected brand guidelines and accessibility standards. These were prepared for efficient engineering handoff, reducing ambiguity and rework during development.
The self-service experience significantly improved both user success and internal efficiency. Support center call volume decreased by 28 percent as users were able to complete more tasks independently, and successful self-service task completion increased by 35 percent.
Through moderated usability testing and iterative refinement, user error rates dropped and satisfaction improved from 3.3 to 4.7. In addition, the introduction of scalable UI components and clear design specifications reduced design-to-engineering turnaround time by 25 percent, supporting faster delivery and a more consistent product experience.
The completed high-fidelity flow demonstrates the full experience of adding and editing a dependent in the application. This flow highlights key improvements in clarity, self-service efficiency, and accessibility, supporting both user independence and reduced support burden for the organization.
Built a scalable design system to increase consistency and support faster iterations.
Selected flows highlight key user journeys and the improved self-service experience.
Continue viewing below
User Journeys
UX Design
My responsibilities at CPG ranged from assembling wireframes to developing whole websites. I was tasked with managing requirements from stakeholders and the development team, while keeping an accessible, user-centered design.
Design Systems
Information Architecture
With an increased importance of accessibility and mobile design, I led a team in creating responsive components along with creating updated standards across the web.
User Research
Mobile Design
This is a community help application I developed and designed to bridge the gap between self-help apps and social media.
Dashboards
CMS Integration
I worked with Youth in Focus to establish a welcoming and easy to use online presence for their educational material and new learning site.
Ecommerce
Design Trends
This client needed a website that could be easily updated through Wix. Included is an initial concept, which was modified to better suit their need to update the site with Instagram images.
Logo Design
Posters
Here is a showcase of the diverse graphic projects I have completed over the course of a decade.
