In 2005-06 Brotherhood Mutual Insurance, the leading provider of fire and casualty insurance to churches, decided to upgrade their systems from legacy “green screen” terminals to modern web-based systems.
I was engaged as their information architect and user experience designer, delivering user task flow diagrams, wireframes, and “clickable” HTML prototypes, working in tandem with the engineering manager and IT staff as they iterated through specifications and requirements. Much of my work was based on interviews with Brotherhood staff working in different functional areas, as we documented the complex workflows surrounding insurance underwriting.