The Challenge:
Managing benefits was difficult and limited without a dedicated and centralized self-service tool. Users needed a streamlined digital experience to complete tasks quickly and confidently.
Content Strategist, Project Manager, Information Architect, UX Researcher, UX & UI Designer
Led end-to-end UX, from discovery to prototypes that defined the product.
Highlights
MyCPG now supports thousands of clergy, lay employees, and dependents across 10,000+ Episcopal institutions, empowering users to manage benefits, insurance, and pensions with ease.
35%
Increase in successful self-service tasks
4.7
User satisfaction rating
25%
Faster design-to-engineering turnaround
Step 1
Project Alignment & Requirements Mapping
I unified business goals, user needs, and technical constraints into a comprehensive requirements framework. Through detailed journey mapping, I visualized each step of the user experience, uncovering pain points and key opportunities for improvement. This clarity aligned stakeholders, streamlined collaboration, and kept the project on track.
Step 2
Rapid Prototyping to Evaluate Vendor Selection
When development transitioned to an external firm, I created user-focused mockups within a single sprint, translating requirements into scalable interface patterns for vendor evaluation.
As part of the assessment, I reviewed how vendors implemented ARIA labels for accessibility and their ability to maintain consistency with my initial designs.
I ultimately selected a partner who thoroughly articulated their process and demonstrated a strong commitment to both accessibility and design fidelity.
Step 3
Fidelity Concepts for Smart Decisions
Advancing from low to high fidelity accelerated team alignment, improved decision-making, and ensured final designs were ready for efficient engineering handoff.
Step 4
User Dashboard Redesign
This dashboard redesign established a single, intuitive portal where users could immediately grasp the multi-layered application at a glance. Designed with a responsive approach, the new layout ensures a consistent, seamless experience across both mobile and web platforms.
Clear, actionable items help users confidently begin their journeys and understand the full range of account changes available, ensuring every user starts with clarity and direction.
Focus Areas
Step 5
Design System and Style Guide
As the lead, I built a scalable design system to drive consistency and enable faster, more confident iteration. I developed a comprehensive component and pattern library, established clear color usage for CTAs, and ensured accessible typography.
By collaborating with contract designers and developers, I delivered a polished design system that served as a unified source of truth for multiple teams, supporting ongoing development and seamless integration within the updated CMS and setting the foundation for future growth.
Final Application
User Journey Example
The final high-fidelity flow illustrates the complete experience for adding and managing dependents, showcasing significant improvements in clarity, accessibility, and self-service efficiency. This prototype was instrumental in both usability and QA testing, ensuring a user-friendly, reliable solution that supports user independence and reduces organizational support needs.
"Add/Edit Role" Example Journey
Results
The redesign empowered users to complete core tasks independently, resulting in a more intuitive and dependable experience. This not only increased efficiency for users and internal teams but also reduced support needs and set the stage for faster, more impactful improvements beyond the MVP launch.
28% fewer support calls
Self-service flows empowered users to resolve issues on their own, resulting in a sustained decrease in support calls as more users adopted the platform.
Unified product experience
A single platform now enables users to manage a wide range of products and updates across the entire CPG ecosystem, ensuring consistency and ease of use.
Higher usability and confidence
User satisfaction rose from 3.3 to 4.7 after the redesign and comprehensive testing, reflecting a more intuitive and trustworthy experience.
Lower error rates
Usability testing and iterative improvements minimized user mistakes and increased task completion rates.
