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https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579402898751-FTK1HKXX1SBX6XZ3S4CO/LM-Auto-New-Shadow.png Liberty Mutual Auto Landing Page Liberty auto landing page, 2019 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695700188862-WWGMTJG39F99G3MNBKI9/Cover-Drz-Design_led_Product.png Liberty Mutual Auto Landing Page https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631769869-70E1IL9OY0GDHOI0ZQI1/Cover-UX%2BAgile.png Liberty Mutual Auto Landing Page - UX + Agile https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631766656-IIWS05ABSDNB4HUDMUTY/Cover-Build-Team.png Liberty Mutual Auto Landing Page - Building a design team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611943150663-23E16TS2GRTO2OPT0RWX/Cover-LM-Improving-Customer-Service.png Liberty Mutual Auto Landing Page - Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631767425-J70KI9H7DA6HMCG3IU13/Cover-DraftKings.png Liberty Mutual Auto Landing Page - DraftKings https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631769422-9APBTQPODXUMZZ1BCY5Q/Cover-RightTrack.png Liberty Mutual Auto Landing Page - RightTrack https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631769845-Y5Y0O5JYO687APBCWX3E/Cover-SA-Mobile.png Liberty Mutual Auto Landing Page - Staples Advantage https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631769243-EHTBAEY1AAC2A03OR8MX/Cover-MHE.png Liberty Mutual Auto Landing Page - McGraw-Hill Education https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631767805-ISZJHV5ZA4OPVPBAHJK7/Cover-Dropcast.png Liberty Mutual Auto Landing Page - Dropcast https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579402860608-KO6BOVL2DDMYM9853HXA/LM-Auto-Old-Shadow.png Liberty Mutual Auto Landing Page Liberty auto landing page, 2018 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579402819413-1ICAX86BHZCA2MMWPZR6/LM-Auto-Coverage-Shadow.jpg Liberty Mutual Auto Landing Page Coverage options https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579402586825-Y3FZ7TUKT5KD7BOLQRAF/LM-Auto-Discount-Shadow.png Liberty Mutual Auto Landing Page Available discounts https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579391393467-FM95CAFAX8MXML2VDN9X/SEO-rank-graph.png Liberty Mutual Auto Landing Page https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603942005752-XK0AHHYON5OMMSDLN4MI/Hero-Cover-LM-Auto_LP.png Liberty Mutual Auto Landing Page https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1579402898751-FTK1HKXX1SBX6XZ3S4CO/LM-Auto-New-Shadow.png Liberty Mutual Auto Landing Page Liberty auto landing page, 2019 http://www.kennethsigel.com/ux-agile daily 0.75 2024-06-26 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603851238377-LX737QL23KJTE3EHE2O7/UX%2BKanban.002.jpeg UX + Agile UX has an active role throughout the entire product lifecycle; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603896896422-N5OKTBUQOR8ZLCFOL541/Kanban-board-screenshot.png UX + Agile Our UX Kanban board; all UX tracks of work are viewed centrally for visibility https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603850967452-RCODDOW2L3VXSI3UNB4B/UX%2BKanban-2.001.jpeg UX + Agile Our old process; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603943016022-PRY0TBPIBBHVTPUCEUQW/Hero-Cover-UX%2BAgile.png UX + Agile https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603851124341-GIAPZL6CZGPV2PANMW4Q/UX%2BKanban.001.jpeg UX + Agile Our new process; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603896896422-N5OKTBUQOR8ZLCFOL541/Kanban-board-screenshot.png UX + Agile Our UX Kanban board; all UX tracks of work are viewed centrally for visibility https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603943016022-PRY0TBPIBBHVTPUCEUQW/Hero-Cover-UX%2BAgile.png UX + Agile https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603850967452-RCODDOW2L3VXSI3UNB4B/UX%2BKanban-2.001.jpeg UX + Agile Our old process; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603851238377-LX737QL23KJTE3EHE2O7/UX%2BKanban.002.jpeg UX + Agile UX has an active role throughout the entire product lifecycle; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1603851124341-GIAPZL6CZGPV2PANMW4Q/UX%2BKanban.001.jpeg UX + Agile Our new process; from my UX + Kanban presentation https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1719427941884-5YQ43M7JTCMW86ONM2O8/Cover-Drz-Design_led_Product.png UX + Agile https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631499878-X4WXE7BO7180UINMDDTS/Cover-Build-Team.png UX + Agile - Building a design team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631500490-0D5JP35OYLXZ5CSROOCJ/Cover-DraftKings.png UX + Agile - DraftKings https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611943074388-Q9HRRPNDEGZC6QZTCHTP/Cover-LM-Improving-Customer-Service.png UX + Agile - Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631501718-PX776BQE6PPCB5127OFM/Cover-LM-Auto-Landing-Page.png UX + Agile - Auto Landing Page https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631502577-BB11FHR7ZBNTPFPWD1U6/Cover-RightTrack.png UX + Agile - RightTrack https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631503060-39P9GTMB9CLMNTRCP7EK/Cover-SA-Mobile.png UX + Agile - Staples Advantage https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631502673-B8H0GRE4JSR64U3N247Y/Cover-MHE.png UX + Agile - McGraw-Hill Education https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631500994-VWMW9JJTWSO35GTK8WN8/Cover-Dropcast.png UX + Agile - Dropcast http://www.kennethsigel.com/building-a-design-team daily 0.75 2024-06-26 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605193414715-HIJP4346SX9KQ7NCEJMC/quote-mark.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605193346475-DT6DG3BR7HSWJ4M4Z936/quote-mark.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605033436552-FL84ZD9QIBGPT6SUHZ1M/Hero-Cover-Leadership.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072998236-G6UB7L5CJQ9AISCODVRK/team-meeting-cadence.png Building a Design Team Our UX team meeting cadence https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605039055344-XFH6P6USSZ7T0O6TN8IF/enps-august.png Building a Design Team Snapshot of my team’s eNPS score for the year https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605071805540-LTTG6XPZQE1SFCZ9TV21/digital-garage-slides.png Building a Design Team slides from my Digital Garage workshops https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605038455454-PRHGCDS5XGH78C2XQV26/LM-before-and-after.png Building a Design Team The home page in 2017 and 2020 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605033436552-FL84ZD9QIBGPT6SUHZ1M/Hero-Cover-Leadership.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605193414715-HIJP4346SX9KQ7NCEJMC/quote-mark.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605193346475-DT6DG3BR7HSWJ4M4Z936/quote-mark.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072998236-G6UB7L5CJQ9AISCODVRK/team-meeting-cadence.png Building a Design Team Our UX team meeting cadence https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1719427891271-64MMZA6R2OX4C1BVNS1L/Cover-Drz-Design_led_Product.png Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631243399-BT8VVN0YNXK4F10QJCBX/Cover-UX%2BAgile.png Building a Design Team - UX + Agile https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611942843574-U57MRXVZX75CYM6ZPM1J/Cover-LM-Improving-Customer-Service.png Building a Design Team - Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631241512-DSXK4B95KDSM2P8ESEEA/Cover-LM-Auto-Landing-Page.png Building a Design Team - Auto Landing Page https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631239837-HY7KUAIB7XX7VWV2WLPQ/Cover-DraftKings.png Building a Design Team - DraftKings https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631242905-S4VOJ1L0NIZUS0JF3WKN/Cover-RightTrack.png Building a Design Team - RightTrack https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631243715-0JD2WWDSVX9A88B3715U/Cover-SA-Mobile.png Building a Design Team - Staples Advantage https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631242557-MFV609PTGJ01BYXEE14O/Cover-MHE.png Building a Design Team - McGraw-Hill Education https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631240625-61L815PC53HOPCKN7P5M/Cover-Dropcast.png Building a Design Team - Dropcast https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766165429-YR28REDJ1H6GSHK72IGI/design+reviews.000.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766165327-8GO6QBQZ3BZ21AZWP33V/design+reviews.001.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766166147-4LAYWDX2EWVSWRLM05OO/design+reviews.002.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766166367-LZ2IZ1IWOG3N99G2XPPY/design+reviews.003.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766168377-0H2APEVSKKNF1KDWUK1Y/design+reviews.004.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766167103-F4EP9TDG9QRG405WXGX7/design+reviews.005.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766168053-BQC3GVS1N82F5GJ6ZZC1/design+reviews.006.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766169026-SGKMTEPE7B4AMAPWXNGO/design+reviews.007.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766169525-VYTXBPC5DZF0APNELIEA/design+reviews.008.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695766169835-5616GT7H0YP6WEBGGSMM/design+reviews.009.jpeg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605039055344-XFH6P6USSZ7T0O6TN8IF/enps-august.png Building a Design Team Snapshot of my team’s eNPS score for the year https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072604916-C1IYA6EQETRGNPXRMKFN/IMG_0156.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072338861-7OEBXXLXA0T2UF3LGI8M/IMG_0129.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072605732-XBTYGJBXJSPYUT5A5CR9/IMG_0141.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072640190-6G8CCOYKHW9M7HED02RF/Platform_DG_Photos_16.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072628860-UHZ58P9G22YJHXJOJDAA/IMG_0172.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605072630971-Z2K31X4R1IV2IRH4VM9T/IMG_0161.jpg Building a Design Team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605038455454-PRHGCDS5XGH78C2XQV26/LM-before-and-after.png Building a Design Team The home page in 2017 and 2020 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1605071805540-LTTG6XPZQE1SFCZ9TV21/digital-garage-slides.png Building a Design Team slides from my Digital Garage workshops http://www.kennethsigel.com/liberty-mutual-improving-customer-service daily 0.75 2024-06-26 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611894786053-Z2VE1W4715FU4D0QSMG4/LM-ContactUsOld-Call-outs.png Improving Customer Service Contact Us, 2017 | FAQ and quote module at top; mailing address in the middle, phone number at the bottom https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611899843259-VAPZYI4JTAFBCNM0QDU2/LM-Customer-Support-2020.png Improving Customer Service Customer Support, 2020 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611894827308-UOHI678PKC98IEVJCZ5J/A-B+Test+Results.png Improving Customer Service Winning test with section headers https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611896451799-O4X2JFWJOA68NTH7C4UO/reduced-support-pages.png Improving Customer Service Customer Support, 2019 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611900517686-S862JL7ITLY7Q8LQ5YU3/Hero-Cover-LM-Customer-Support.png Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611898920967-93PA3EX0KHR2LB82SQUC/Simplified-navigation.png Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611933773090-VCENUYIUR2UI2E0M0X35/digital-alex.png Improving Customer Service Digital Alex, 2019 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611896451799-O4X2JFWJOA68NTH7C4UO/reduced-support-pages.png Improving Customer Service Customer Support, 2019 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1612208378140-PSR9CJRCKY1A9OXW8KRE/28-reduction-service-calls.png Improving Customer Service - Call reduction metric 28% reduction in service calls https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1612208377671-ELII7RCT0TDGAZIX3TPJ/24-increase-sign-in.png Improving Customer Service - Sign-in rate metric 24% increase in sign-in rate https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1612208377671-92K3KX12K7EYENENT2PG/19-reduction-bounce.png Improving Customer Service - Bounce rate metric 19% reduction in bounce rate https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1612208378530-GRL6AXYU1YLLMXEKAIWQ/216k-annual-savings.png Improving Customer Service - Annual savings metric $213,000 annual savings from reduced call transfers https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695700084595-NDFIC4HFDDL11P2RZIWD/Cover-Drz-Design_led_Product.png Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611942590915-PRWR7BQ6M0AZ5FMBR6AK/Cover-Build-Team.png Improving Customer Service - Building a design team https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631243399-BT8VVN0YNXK4F10QJCBX/Cover-UX%2BAgile.png Improving Customer Service - UX + Agile (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1695700074368-TZ85AS6BH06KT4MVR4RR/Cover-LM-Auto-Landing-Page.png Improving Customer Service https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631239837-HY7KUAIB7XX7VWV2WLPQ/Cover-DraftKings.png Improving Customer Service - DraftKings (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631242905-S4VOJ1L0NIZUS0JF3WKN/Cover-RightTrack.png Improving Customer Service - RightTrack (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631243715-0JD2WWDSVX9A88B3715U/Cover-SA-Mobile.png Improving Customer Service - Staples Advantage (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631242557-MFV609PTGJ01BYXEE14O/Cover-MHE.png Improving Customer Service - McGraw-Hill Education (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611631240625-61L815PC53HOPCKN7P5M/Cover-Dropcast.png Improving Customer Service - Dropcast (Copy) (Copy) https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611933773090-VCENUYIUR2UI2E0M0X35/digital-alex.png Improving Customer Service Digital Alex, 2019 https://images.squarespace-cdn.com/content/v1/55a9b324e4b05f2993abdf8f/1611894786053-Z2VE1W4715FU4D0QSMG4/LM-ContactUsOld-Call-outs.png Improving Customer Service Contact Us, 2017 | FAQ and quote module at top; mailing address in the middle, phone number at the bottom 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