Kevin Smith Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Seattle, Washington, United States

Oversee and lead all qualitative research for Safeco Insurance agile squads, supporting customers, reps, and 60k independent insurance agents.• Delivered customer empathy data and recommendations supporting our B2C portal paperless initiative, resulting in 4.1 million in paper savings and 434k paperless conversions in 6 months (+34%). • Uncovered agent needs for our B2B agent portal, contributing to an 84% Agent SAT (+7% annual) and a 90% Agent Ease of Business (+3% annual). • Collaborate with Product Owners and Designers to target research opportunities mapping to KPIs.• Plan, collect, analyze, and share qualitative and quantitative data through generative and evaluative methods, ensuring that agile teams can choose customer-centric solutions.• Facilitate Design Thinking methods and workshops that gather empathy data, build personas, journey map an experience, and yield MVP ideas – one of which saved 13,000 calls and $487,000.• Manage outside resources and interns, supporting agile squad research needs at the rate of 35-40 projects annually.• Mentor User Experience staff to scale research best practice through consulting, classes, and organizational share-outs.

Seattle, Washington, United States

Designed, developed, and usability tested many sites supporting Service Center, HR, and Marketing sites.• Team lead for 3000-page Service Center site redesign, containing job resources for internal reps.• Converted workflow mapping output to process documentation and job aids – a unified ServiceCenter view for how to do the job.• Developed and delivered training on marketing applications and usability research methods.• Developed and taught paper-prototyping course to 250 employees to scale out user-centered methods.