welcome - i’m courtney

a Product Designer & Experience Strategy Consultant based in New York City at IBM’s Interactive Experience (iX) Studio. Below you’ll find highlights from my career at IBM with small and large brands. Check out my portfolio to see my journey through art and design!

Project 01:
Digital content strategy and content creation

MIDWESTERN MUTUAL INSURANCE COMPANY
With a long-term vision to conduct journey-based marketing by improving digital content and short-term goal to redesign the public-facing website, our goal was to help the client bring awareness to the brand and serve educational content to new site visitors by defining page content structures and an audience-based content marketing strategy.

Outcomes

  • 94 Site map topics identified

  • 4 Page layout structures created

  • 4 Persona outcomes/KPI metrics defined

Project 02:
Work Café

SANTANDER BANK NORTH AMERICA
This unique initiative transformed the traditional banking model into a collaborative, co-working space, café and bank; the first of its kind for the bank in North America and led by the Chief Marketing Officer.

Outcomes

  • First launch in Williamsburg, Brooklyn in 2020

  • Increased customer acquisition and retention, and new target demographic of customers

Project 03:
Agent portal redesign

LARGEST US MUTUAL LIFE INSURANCE COMPANY
As a national insurance company with over 14k agents and employees, the client had a vision to improve the agent’s digital experience by creating meaningful content, consistent messaging, and improved search of resources so that agents could better engage clients and prospects.

Outcomes

  • 7k assets audited

  • 2k pages rationalized and migrated as Knowledge Articles in Salesforce

  • 140 legacy microsites consolidated and manually re-authored into 75 Experience Builder Landing Pages

Additional Client Projects

Project 04:
UX/UI Design (Web)

BRITISH UNIVERSAL BANK
Across three separate but related engagements, I’ve supported visual design efforts that support our global transformation initiative to improve internal and external-facing processes, enhance our go-to-market strategy, and create content thats easily findable for employees

Outcomes

  • 24 UI screens (Adobe XD)

  • 4 Wireframes (Figma)

  • 3 Customer journeys (Adobe XD)

Project 05:
Adobe Campaign Implementation & Content Migration

NATIONAL MUTUAL INSURANCE COMPANY
Since the inception of the US-based partnership in 2020, the transformation of the marketing organization has evolved with the tactical support provided for the implementation of Adobe campaign, the operational strategy to support the platforms, and the dynamic redesign of credit card terms and conditions pages.

Outcomes

  • 60% Increased speed-to-market with Adobe Campaign

  • 3 Dynamic, personalized templates created in AEM Sites

  • Automated manual steps to make the overall campaign lifecycle more effective

Project 06:
UX Design (Web & Mobile)

GLOBAL TECHNOLOGY CORPORATION
Following Enterprise Design Thinking workshop, the client sought a designer to translate the vision, persona goals and pain points into three visually engaging stories that followed customers and their digital journey to receive an auto quote, and go through the onboarding and renewal process.

Outcomes

  • 4 Final journey maps created using Adobe Illustrator, and printed using InDesign

  • 7 Low-fidelity mock-ups depicting the web/mobile screens for the storyboards

  • Increased levels of transparency regarding policy changes while underscoring the value offered to insureds