Service Portal was a massive, multi-year, multi-million dollar project. The purpose: create a consolidated front-end for the many back-end services used by New York Life Service Representatives. The portal would eventually be used by Service Reps, Agents and Customers, providing faster processing and a better user experience.
The effort required extensive user studies, user testing, prototyping and weeks of live wire-framing sessions with Subject Matter Experts, Developers, Managers and End-Users. The project helped change the way the company viewed design and user experience, establishing the team as an essential resource in the project development life-cycle.