A New Search from Scratch
During my time at CNA Insurance as a Product Manager, I led the development and launch of a brand new search experience on CNA.com that aligned with risk control strategic objectives and streamlined the user experience.
We not only re-created our search experience from the ground up with new technology to integrate a robust risk control library of resources, but also make other areas of the site and agent applications more easily accessible.
This Epic was a result of a years' worth of planning and agile execution in collaboration with Risk Control leaders – incorporating data-driven improvements to:
Increase awareness of Risk Control differentiators and resources to mitigate risk
Create an improved user experience, to easily navigate content across insureds, potential insureds and agents/brokers
Streamline content and resources for simplified navigation and search abilities
Elevate CNA Risk Control thought leadership content on the site
Improve site performance and usability
As part of the project, we were also able to:
Archive 40 webpages and 500+ resources found to be underutilized or outdated and not aligned to current Risk Control strategies – a 40% decrease of total site resources
Migrate the remaining 350+ resources into a new taxonomy to support the new, user-friendly resource library design aligned with Risk Control strategies
Replacement of site search technology resulting in improved results and usability
Improve site speed by over 6 seconds by removing multiple page levels and old resource libraries
Outcomes:
Improved user experience with site searches decreasing by 53%
Improved accessibility of risk control material with downloads up 191%
Improved visibility with risk control page views increasing by 68%
Collaborated with: Marketing, Technology BRMI, Application Development teams, Risk Control leaders and various stakeholders and senior leaders across the organization
Responsible for: UX strategy, UI design, mock-up/wireframe creation, content strategy, requirements gathering, functional specifications, user story creation, sprint planning, release planning, quality assurance
Old Risk Control Library
Risk control resources were buried multiple levels down and not accessible through the current search tool.
New Search Experience
Built a more robust search experience with IBM Watson Explorer (WEX) to include risk control resources, agent applications and other buried webpages, resources and applications.