The 95% Problem
Most insurance products are built for shopping. Credit Karma's members needed help with everything that happens in between.
My Role
I led an innovation pod as Staff Design Lead — from foundational research and facilitated sprints through vision prototype and shippable bets.
Understanding the Member
Contextual inquiry revealed members weren't confused about shopping — they were confused about their own coverage, and had nowhere to turn.
Understanding the Business
Connected Policy had low retention and the Zendrive acquisition had left a dead end in the surface. The opportunity was engagement, not conversion.
The Vision: Policy Pro
An always-on insurance copilot — not another marketplace, but a reason to return between purchase moments.
Making It Shippable
We broke the vision into three testable bets: Connected Policy Lite, an AMA chat experiment, and a Claude-powered internal alignment tool.
Impact
Buy-in secured from leadership. A horizon 2+ vision with near-term bets already in production — and a team that stayed oriented toward member problems the whole way through.