Built to Scale: Leading a Full UX Overhaul

My Role: Senior UX Manager
Timeline: 12 months
Team: 5 designers, 32 cross-functional partners
Client Value: $500M+

Behind the Scenes: Figma file
Post-launch planning: Converged product mapping, AT&T migration mapping

Our mobility claims platform was collapsing under its own weight—years of technical debt, disjointed workflows, and one-off fixes had made it hard to maintain and even harder to scale. Asurion’s largest client was growing frustrated. We were weeks away from losing a $500M relationship.

I led the full redesign and platform migration—a 10-month, cross-functional initiative that replaced the old legacy experience with a scalable, future-ready platform.

🚩 The Challenge

  • System instability: Years of patches introduced bugs and performance risks

  • Slow onboarding: 16+ weeks to bring on new clients

  • Expanding scope: Mid-project, we inherited two more domains

  • Low resourcing: Layoffs repeatedly cut into the design team

  • High stakes: A top client was losing confidence in the experience

My Approach

Team Design & Development

  • Built a tiered design team: senior ICs handled complex IA, juniors handled edge cases with mentorship

  • Established collaborative IA sessions and peer coaching to support growth

  • Actively shielded team from chaos while keeping momentum

Cross-Functional Leadership

  • Orchestrated 32+ people across design, product, engineering, and legal

  • Managed competing priorities and MFE-specific constraints

  • Advocated for resources with visible progress and clear risk framing

Design Strategy & Innovation

  • Conducted synthesis across FullStory, PowerBI, CSAT, and interviews

  • Identified key drop-offs tied to flow confusion

  • Restructured the entire claim process (despite heavy stakeholder resistance)

  • Piloted changes with Google to stress-test before broader rollout

Operational Fixes with Big Payoff

Legal Review Transformation

  • Replaced slow PowerPoint process with Figma-based reviews

  • Created locked legal files with interaction flows + feature flags

  • Produced Loom training to onboard reviewers
    → Review time cut in half. Process adopted org-wide.

Design System Evolution

  • Partnered with design systems team to create flexible card components

  • Enabled toggled customizations across multiple clients
    → Now used across Device Trade-in, Home, Agent tools, and Asurion.com

Impact

  • ✅ Migration delivered on time despite layoffs and added scope

  • 🧩 Zero negative feedback from our $500M client

  • ⏱️ 50%+ reduction in onboarding time for new clients

  • 💰 $460K+ annual cost savings from fewer dev cycles

  • 🔁 Platform now reused across multiple domains

  • 🧠 Legal process transformation adopted across the org

What I Learned

  • Early advocacy for design resources is not optional—it's critical

  • Strong cross-functional relationships unlock unblockable problems

  • Hands-on leadership builds trust and accelerates momentum

  • Clear and consistent communication is your most powerful tool