CCC Intelligent Solutions : InsureTech
Complex Ecosystem + AI-Powered Platforms
Scaling Design Across the Claims and Repair Ecosystem
CCC connects insurers, repair facilities, OEMs, suppliers, and consumers through scalable, AI-driven workflows.
In my role as Director of Product Design, I built and scaled the product design organization—establishing teams, operating models, and research while aligning stakeholders around design-led product development.
Key strengths for this role: Product Direction & Decision-Making, AI-Native Workflows, Research & Validation, Experience Strategy, Scaling Design Organizations.
The Challenge
CCC was a highly advanced, engineering-driven organization, but the company grew quickly through new products and acquisitions, and its product design process lacked the skill and rigor needed to deliver a modern, cohesive offering. Some key issues included:
– Design applied too late in lifecycle
– No unified experience strategy across products
– Siloed teams driving inconsistent workflows
– No scalable design systems or standards
– Limited user research informing decisions
– No clarity on what to build and why
My Approach
To address these issues, I built a Design Center of Excellence within CCC’s NXT lab to align Product, Engineering, Design, Research, Marketing, and Business stakeholders, standardizing how products were defined, designed, and delivered:
– Centralized design as a unified function
– Scaled systems, tools, and governance
– Defined discovery to delivery methods
– Established a research and insight team
– Defined KPIs and roadmap priorities
– Introduced a service design mindset
Impact & Outcomes
Transformed fragmented product efforts into a unified process by aligning teams around shared systems, processes, and design standards
Shifted design from a UI function to a cross-functional, strategic driver of product direction, embedding research, validation, and repeatable processes
Improved product quality and consistency through continuous discovery, systems and governance, and shared ways of working
Accelerated delivery and decision-making by standardizing workflows, reducing ambiguity, and aligning cross-functional teams
Elevated customer understanding across the organization by embedding research and continuous discovery into product development
Established a scalable operating model for design enabling cohesive experiences across a multi-product ecosystem
