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CCC Intelligent Solutions
Director, Product Design & Research
2019–2022
CCC Intelligent Solutions provides the digital infrastructure that connects insurers, repair facilities, OEMs, suppliers, and consumers, enabling more efficient claims processing, repair workflows, and customer experiences across the insurance ecosystem.
Overview
– 14+ Designers
– 12 Product Portfolios
– AI-Powered Ecosystem
– $1B+ Public SaaS Company
Responsibilities
– Product Design Leadership
– Discovery, Research & Insights
– Design Operations & Governance
– Product Strategy
Key Outcomes
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Unified fragmented design teams across 12 product portfolios
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Established a Design Center of Excellence
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Improved product decision-making across Product, Design, and Engineering
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Built and scaled a research, testing, and validation practice
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Established shared design systems, standards, and processes
Key Initiative #1
Building a Modern Product Design Organization
As CCC expanded across a growing ecosystem of products and stakeholders, teams were distributed across the organization without a shared approach for understanding customer needs, evaluating opportunities, or aligning on product design direction. This created unnecessary uncertainty, inconsistent execution, and made it difficult for product teams to move forward with confidence.
Fragmented design teams
Limited research capability
Design engaged too late in cycle
No scalable systems/processes
Teams working inconsistently
Lack of clarity on what to build
My Approach
I established a Design Center of Excellence (DCOE) that standardized research, design, and UX practices, connected cross-functional teams, and transformed design from a tactical service into a strategic capability driving alignment, consistency, and better product outcomes.
Capabilities Established
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Consistent design operating model
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Organizational frameworks
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Standardized, aligned decision making
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Design systems & process governance
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Scalable research, validation, and insights practice
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Communities of practice and learning
Impact & Outcomes
Unified fragmented teams by aligning people around shared systems, processes, and design standards
Improved quality and consistency through continuous discovery, systems and governance, and shared ways of working
Accelerated delivery & decision-time by standardizing workflows, reducing ambiguity, and aligning cross-functional teams
Established scalable operating models for design enabling cohesive experiences across a multi-product ecosystem
Key Initiative #2
Medical Claims Platform Redesign
The redesign of the Auto Injury Solutions (AIS) claims platform transformed a collection of complex workflows into a more cohesive and scalable experience. By streamlining navigation, improving usability, and unifying interactions across products, the redesign established a stronger foundation for both operational efficiency and future innovation.
This initiative featured:
4 Product Areas Unified
8 Workflow Mapping Workshops
20 Interviews with End Users
10 Contextual Inquiries Conducted
50+ Customer Pain Points Solved
Key Initiative #3
Foundational Field Research: Collision Repair Shops
Repair facilities sit at the center of CCC's ecosystem, yet much of the organization's understanding of their operations came through secondhand accounts. To build a deeper understanding of customer needs and emerging industry trends, I secured executive sponsorship for what became CCC's largest field research initiative.
Research at a Glance:
11 Repair Facilities
4 States
4 Weeks
40 Stakeholders
Key Insights
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There's no such thing as a monolithic "repair shop"
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We needed to shift our focus from estimating to repair planning
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Documentation is becoming as important as repair work itself
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Digitized, process-driven shops represent the future
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Relationships drive operational success
Impact & Outcomes
Created a shared understanding of the customer across Product, Design, Engineering, and business teams, replacing secondhand assumptions with firsthand observation.
Established a repeatable model for strategic customer research, leading to additional investment in discovery and customer understanding.
Influenced future product strategy and innovation efforts by identifying emerging industry trends, operational challenges, and opportunities across the repair ecosystem.
Delivered the initiative using internal team members, saving hundreds of thousands of dollars by creating lasting organizational capability and customer understanding that remained within the company..
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