Overview
A small request to simplify one user flow grew into a multi-team initiative that not only streamlined the customer application experience but also reduced redundancy and aligned teams across the organization.
Challenges
A request to improve one flow exposed larger issues across Progressive Leasing’s applications.
Customers faced fragmented, inconsistent experiences and re-entered the same information across product lines. Internally, teams maintained redundant versions, creating inefficiency and compliance risks. The lack of a unified system made this a company-wide problem, not just a single flow.
Process
I audited all application flows to map redundancies and uncover opportunities for unification. Through workshops with product, engineering, and compliance teams, we aligned on building a universal application framework.
I then designed and iterated prototypes with consolidated inputs, conditional logic, and reusable patterns — balancing usability, compliance, and technical feasibility.
Impact
The universal application delivered measurable results: a 67% reduction in completion time, a 52% increase in successful submissions, and significant efficiency gains for internal teams.
Beyond metrics, it became a scalable system that cut redundancy, accelerated new product launches, and positioned design as a driver of organizational alignment and growth.
Challenges
Undestanding the Challenges
The Initial Request
The project started with a straightforward request: simplify a single application flow for one product line. Leadership wanted a shorter, more efficient path for customers to complete their applications, with less friction and fewer steps.
The Broader Issues Revealed
Once I dug into the flow, it became clear this wasn’t an isolated issue. The organization had multiple application experiences running in parallel, each with its own structure, fields, and validation rules. This fragmentation created problems at every level:
Customer Frustration: Applicants faced repetitive data entry, inconsistent wording, and confusing steps. Drop-off rates were high.
Operational Redundancy: Teams were maintaining separate versions of applications, often duplicating work and introducing inconsistencies.
Compliance Tension: Regulatory requirements were layered on differently across flows, creating uneven risk.
No Shared System: Without a universal framework, each product team solved problems independently, creating technical and design debt.
What appeared to be a flow-level UX issue was really a system-level organizational problem that impacted both customers and the business.
Process
Process Explained
Step 1 – Discovery & Alignment
I began with a full audit of all application experiences across Progressive Leasing. By mapping each step and comparing required fields, I found that 70–80% of the flows overlapped but were presented differently. This made the scale of the problem visible to leadership.
Facilitated alignment workshops with product managers, engineers, and compliance.
Reframed the scope from a “single flow fix” to a universal application initiative.
Gained buy-in by showing how consolidation would benefit both customers (ease of use) and the business (efficiency, scalability).
Step 2 – Design & Iteration
With alignment secured, I moved into design.
Consolidated redundant inputs, cutting unnecessary steps.
Introduced conditional logic, so customers only saw fields relevant to them.
Created reusable input components, error states, and progress indicators.
Partnered with compliance from the start, validating every simplification against regulatory requirements.
Tested prototypes with users to confirm clarity, comprehension, and ease of completion.
Iterated with engineering to ensure feasibility and scalability.
Step 3 – Rollout & Adoption
Once validated, I helped shepherd the rollout across teams.
Documented the universal flow with detailed diagrams and specifications.
Delivered a universal design system for application inputs, so future products could adopt the same patterns.
Partnered with PMs to launch a pilot version, proving value before scaling.
Socialized the benefits across teams, highlighting how shared standards would reduce maintenance and accelerate launches.
Impact
Impact Created
Metrics
67% reduction in completion time — customers moved through the application faster and with less effort.
52% increase in successful submissions — streamlining reduced abandonment and drove higher conversions.
Faster launches — new product lines integrated into the framework in weeks instead of months.
Lower maintenance costs — redundant systems were retired, freeing resources for innovation.
In Closing
Learnings
Small asks often uncover larger systemic issues; design can be the catalyst for addressing them.
Early collaboration with compliance is crucial in regulated industries to avoid costly rework.
Visual documentation makes invisible problems tangible, helping to secure buy-in.
Scalable design systems create lasting impact beyond any one project.
The universal application transformed Progressive Leasing’s customer experience and internal operations. Customers benefited from a faster, more consistent path to apply. Teams gained a shared framework that cut redundancy and accelerated delivery. And the business established a scalable foundation that aligned teams, reduced risk, and supported future growth.
More Works
©
2025
Overview
A small request to simplify one user flow grew into a multi-team initiative that not only streamlined the customer application experience but also reduced redundancy and aligned teams across the organization.
Challenges
A request to improve one flow exposed larger issues across Progressive Leasing’s applications.
Customers faced fragmented, inconsistent experiences and re-entered the same information across product lines. Internally, teams maintained redundant versions, creating inefficiency and compliance risks. The lack of a unified system made this a company-wide problem, not just a single flow.
Process
I audited all application flows to map redundancies and uncover opportunities for unification. Through workshops with product, engineering, and compliance teams, we aligned on building a universal application framework.
I then designed and iterated prototypes with consolidated inputs, conditional logic, and reusable patterns — balancing usability, compliance, and technical feasibility.
Impact
The universal application delivered measurable results: a 67% reduction in completion time, a 52% increase in successful submissions, and significant efficiency gains for internal teams.
Beyond metrics, it became a scalable system that cut redundancy, accelerated new product launches, and positioned design as a driver of organizational alignment and growth.
Challenges
Undestanding the Challenges
The Initial Request
The project started with a straightforward request: simplify a single application flow for one product line. Leadership wanted a shorter, more efficient path for customers to complete their applications, with less friction and fewer steps.
The Broader Issues Revealed
Once I dug into the flow, it became clear this wasn’t an isolated issue. The organization had multiple application experiences running in parallel, each with its own structure, fields, and validation rules. This fragmentation created problems at every level:
Customer Frustration: Applicants faced repetitive data entry, inconsistent wording, and confusing steps. Drop-off rates were high.
Operational Redundancy: Teams were maintaining separate versions of applications, often duplicating work and introducing inconsistencies.
Compliance Tension: Regulatory requirements were layered on differently across flows, creating uneven risk.
No Shared System: Without a universal framework, each product team solved problems independently, creating technical and design debt.
What appeared to be a flow-level UX issue was really a system-level organizational problem that impacted both customers and the business.
Process
Process Explained
Step 1 – Discovery & Alignment
I began with a full audit of all application experiences across Progressive Leasing. By mapping each step and comparing required fields, I found that 70–80% of the flows overlapped but were presented differently. This made the scale of the problem visible to leadership.
Facilitated alignment workshops with product managers, engineers, and compliance.
Reframed the scope from a “single flow fix” to a universal application initiative.
Gained buy-in by showing how consolidation would benefit both customers (ease of use) and the business (efficiency, scalability).
Step 2 – Design & Iteration
With alignment secured, I moved into design.
Consolidated redundant inputs, cutting unnecessary steps.
Introduced conditional logic, so customers only saw fields relevant to them.
Created reusable input components, error states, and progress indicators.
Partnered with compliance from the start, validating every simplification against regulatory requirements.
Tested prototypes with users to confirm clarity, comprehension, and ease of completion.
Iterated with engineering to ensure feasibility and scalability.
Step 3 – Rollout & Adoption
Once validated, I helped shepherd the rollout across teams.
Documented the universal flow with detailed diagrams and specifications.
Delivered a universal design system for application inputs, so future products could adopt the same patterns.
Partnered with PMs to launch a pilot version, proving value before scaling.
Socialized the benefits across teams, highlighting how shared standards would reduce maintenance and accelerate launches.
Impact
Impact Created
Metrics
67% reduction in completion time — customers moved through the application faster and with less effort.
52% increase in successful submissions — streamlining reduced abandonment and drove higher conversions.
Faster launches — new product lines integrated into the framework in weeks instead of months.
Lower maintenance costs — redundant systems were retired, freeing resources for innovation.
In Closing
Learnings
Small asks often uncover larger systemic issues; design can be the catalyst for addressing them.
Early collaboration with compliance is crucial in regulated industries to avoid costly rework.
Visual documentation makes invisible problems tangible, helping to secure buy-in.
Scalable design systems create lasting impact beyond any one project.
The universal application transformed Progressive Leasing’s customer experience and internal operations. Customers benefited from a faster, more consistent path to apply. Teams gained a shared framework that cut redundancy and accelerated delivery. And the business established a scalable foundation that aligned teams, reduced risk, and supported future growth.
More Works
©
2025
Overview
A small request to simplify one user flow grew into a multi-team initiative that not only streamlined the customer application experience but also reduced redundancy and aligned teams across the organization.
Challenges
A request to improve one flow exposed larger issues across Progressive Leasing’s applications.
Customers faced fragmented, inconsistent experiences and re-entered the same information across product lines. Internally, teams maintained redundant versions, creating inefficiency and compliance risks. The lack of a unified system made this a company-wide problem, not just a single flow.
Process
I audited all application flows to map redundancies and uncover opportunities for unification. Through workshops with product, engineering, and compliance teams, we aligned on building a universal application framework.
I then designed and iterated prototypes with consolidated inputs, conditional logic, and reusable patterns — balancing usability, compliance, and technical feasibility.
Impact
The universal application delivered measurable results: a 67% reduction in completion time, a 52% increase in successful submissions, and significant efficiency gains for internal teams.
Beyond metrics, it became a scalable system that cut redundancy, accelerated new product launches, and positioned design as a driver of organizational alignment and growth.
Challenges
Undestanding the Challenges
The Initial Request
The project started with a straightforward request: simplify a single application flow for one product line. Leadership wanted a shorter, more efficient path for customers to complete their applications, with less friction and fewer steps.
The Broader Issues Revealed
Once I dug into the flow, it became clear this wasn’t an isolated issue. The organization had multiple application experiences running in parallel, each with its own structure, fields, and validation rules. This fragmentation created problems at every level:
Customer Frustration: Applicants faced repetitive data entry, inconsistent wording, and confusing steps. Drop-off rates were high.
Operational Redundancy: Teams were maintaining separate versions of applications, often duplicating work and introducing inconsistencies.
Compliance Tension: Regulatory requirements were layered on differently across flows, creating uneven risk.
No Shared System: Without a universal framework, each product team solved problems independently, creating technical and design debt.
What appeared to be a flow-level UX issue was really a system-level organizational problem that impacted both customers and the business.
Process
Process Explained
Step 1 – Discovery & Alignment
I began with a full audit of all application experiences across Progressive Leasing. By mapping each step and comparing required fields, I found that 70–80% of the flows overlapped but were presented differently. This made the scale of the problem visible to leadership.
Facilitated alignment workshops with product managers, engineers, and compliance.
Reframed the scope from a “single flow fix” to a universal application initiative.
Gained buy-in by showing how consolidation would benefit both customers (ease of use) and the business (efficiency, scalability).
Step 2 – Design & Iteration
With alignment secured, I moved into design.
Consolidated redundant inputs, cutting unnecessary steps.
Introduced conditional logic, so customers only saw fields relevant to them.
Created reusable input components, error states, and progress indicators.
Partnered with compliance from the start, validating every simplification against regulatory requirements.
Tested prototypes with users to confirm clarity, comprehension, and ease of completion.
Iterated with engineering to ensure feasibility and scalability.
Step 3 – Rollout & Adoption
Once validated, I helped shepherd the rollout across teams.
Documented the universal flow with detailed diagrams and specifications.
Delivered a universal design system for application inputs, so future products could adopt the same patterns.
Partnered with PMs to launch a pilot version, proving value before scaling.
Socialized the benefits across teams, highlighting how shared standards would reduce maintenance and accelerate launches.
Impact
Impact Created
Metrics
67% reduction in completion time — customers moved through the application faster and with less effort.
52% increase in successful submissions — streamlining reduced abandonment and drove higher conversions.
Faster launches — new product lines integrated into the framework in weeks instead of months.
Lower maintenance costs — redundant systems were retired, freeing resources for innovation.
In Closing
Learnings
Small asks often uncover larger systemic issues; design can be the catalyst for addressing them.
Early collaboration with compliance is crucial in regulated industries to avoid costly rework.
Visual documentation makes invisible problems tangible, helping to secure buy-in.
Scalable design systems create lasting impact beyond any one project.
The universal application transformed Progressive Leasing’s customer experience and internal operations. Customers benefited from a faster, more consistent path to apply. Teams gained a shared framework that cut redundancy and accelerated delivery. And the business established a scalable foundation that aligned teams, reduced risk, and supported future growth.
More Works
©
2025