Making a claims and repair network easy to use — for everyone at the table

One flow sounded simpler. Two scaled better.

The platform had to serve two sides with equal importance: customers and contractors. For both, the experience had to feel like a solution, not a burden.

I spent months mapping what each journey should feel like: communicative, with clear hierarchy, not too many clicks, and the right information in the most understandable way.

The client's original idea was one flow where people choose "customer" or "contractor." But each new partnership — with carriers like State Farm and Travelers — would make that single flow more complex. So I proposed launching separate versions instead: two products that stay aligned but never get mixed up.

We went with it, and it was the right decision. The platform reached a large audience, and the contractor community grew so much that it led to a new product, which I also designed: a university where contractors deepen their knowledge of the field and qualify for more jobs on the network.

In the partner room: listen, then suggest with visuals

When the network partnered with State Farm and Travelers, the team noticed I was a good mediator in meetings. So instead of handling each partner separately, they brought me into the weekly partner meetings, depending on the active projects.

There I learned what each partnership was meant to achieve, then designed materials for both sides — the network and each carrier — so their worlds and flows came together smoothly, visually and in the experience.

After that, every report or email shared with a partner became part of my work, because the team knew I understood what the partners needed and could deliver it. My value was as much in communication as in design and thinking.

Same process every time: listen, then suggest — with visuals, not just talk.