Designing Prudential’s Human-Centered Design practice
In 2020, we consolidated Prudential’s scattered and siloed UX design practice to improve the inconsistency and complexity of the digital touchpoints of our signature customer journeys. We grew the UX organization while simplifying the job codes, assessing and tracking skills and competencies, creating UX centers of excellence, and codifying the overall practice.
- $2.8 million Net Present Value (NPV) from operational efficiencies
- Predicted 15pt improvement to Net Promoter Score (NPS)