Nationwide Portal

Our Secure Messaging initiative delivers a scalable, secure digital communication platform that enables customers to exchange sensitive messages and documents across multiple Nationwide business units. Built on reusable design patterns and aligned with Digital Messaging and Omnichannel capabilities, the solution follows a "build once, use everywhere" approach to create a consistent, enterprise-wide user experience.

Client

Nationwide

Year

2025

Role

Sr. UX Designer

Industry

Insurance

As the Lead Designer for their Secure Messaging Portal, I work with cross-functional Agile teams comprised of developers, engineering leads, product owners, scrum masters, and a solution architect.

Collaborated with content writers, UX researchers, Visual Designers, and Design System Federators to curate the holistic design.

I lead the design and product strategy for our program and platform teams, primarily concentrating on how might we establish a foundation MVP for pilot launch and scale it further for other ROI avenues.

I have documented below the beats of my journey

Top Highlights

  • Defined the UX vision for Nationwide's Secure Messaging Portal, transforming fragmented communication experiences into a scalable platform supporting secure conversations and document exchange.

    Methods used

    Discovery Workshops, User Interviews, Competitive Analysis, Journey Mapping

  • Led research synthesis and stakeholder alignment to identify communication pain points and improve secure messaging workflows for customers and associates.

    Methods used

    Stakeholder Presentations, Gap Analysis, Product Strategy, Cross-functional Collaboration.

  • Presented design strategy and research insights to senior leadership, influencing roadmap priorities and long-term product direction.

    Methods used

    Stakeholder Alignment sessions, User Interviews (Moderated), Research & Data Analysis, Roadmap Creation, Business Growth.

  • Designed end-to-end user experiences, interactive prototypes, and detailed design specifications that accelerated engineering handoff and MVP delivery.

    Methods used

    Concept Testing, Prototype Testing, Design Iterations, Dev walkthrough, Feedback & Iterations.

What is it all about?

The Context

In its initial phase, the API Program was using a Confluence site to connect with users within the enterprise. The interface was limited in its capabilities and lacked scalability for future expansion to external consumers.

The Research

I first started by conducting a market analysis and research on industry products that relate to APIs and Developer portals, and teamed with my PMs and stakeholders by conducting stakeholder interviews and working sessions to better understand where we want to take our products and determine future scope.

From Service Blueprint, Journey Mapping to User Interview & Concept Tests below are a few Research Artifacts through my process

  • Wireframe mindmap

  • First Draft of Associate Flow

  • Journey Mapping

  • Dot Voting sessions

  • Problems to solve sessions

  • API Lifecycle

Concept Testing

Once I was informed of my research findings and started drafting early lo-fi concepts and prototypes, I began the concept test phase, where I showed early drafts of the design concepts and gathered feedback to make sure I was on the right track. This process not only helps me and my team gain confidence in our hypothesis and potential solutions, but is also low investment and avoids the risk of investments in the later phase of design and development.

Final Designs

Below are the final High Fidelity Prototypes that eventually were published in production, and I continue to iterate the next set!

  • Landing Page refresh

    Redesigned legacy landing page to a new look and direct CTAs for users to take quick action to start their API journey.

  • Register App Flow

    Designed as a entry point for all archetypes for consuming and leveraging all Kroger APIs cpabilities available.

  • Active Feedback

    Launched In-App active feedback in targetted user flows to improve the flow and identify gaps if any.

  • Managing Simplified

    Introduce In-app management capabilities for both producer and consumer personas eliminating the need for manual admin intervention.

  • API Producer Capabilities

    Designed for API producer persona to self-manage consumer access requests w/o manual admin intervention.

  • Introduced Gateway Routing

    Designed for efficient, scalable, and easier gateway routing for APIs eliminating the cumbersome legacy processes.

  • Self-Serve Access

    An efficient way for end users to request and view the status of their self-served request for any API from the catalog instantly.

  • Access Control

    Designed for monitoring access control via API Permissions as well as managing assets.

  • Manage Admin Dashboard P1

    Phase 1 of Admin Dashboard where they can quickly navigate to manage capabilities and perform actions.

  • Catalog Search

    Enhanced the API catalog search with advanced search options, filters, and tags based on user feedback and research insights.

  • InstaCart Logging

    InstaCart Logging

    Introduced one-click incident logging for external partners like InstaCart eliminating ad-hoc time consuming process.

  • Custom Configuration

    Custom Configuration of Meta Data for API access and permissions via role-based process.

  • Incident Status

    Incident logging for external partners like InstaCart eliminating ad-hoc communication.

  • Mobile access

    Mobile version for Landing page and Manage Dashboard

  • Mobile access

    Mobile version for Catalog and Documentation

  • Mobile access

    Mobile version for Active Feedback on App Registration flow.

  • Mobile access

    Mobile version for App registration flow

The Results

By emphasizing user feedback and applying iterative improvements, I have consistently enhanced our offerings to deliver outstanding user experiences.

This user-focused & scalable strategy has also accelerated enterprise adoption, as optimized designs simplify integration and deployment within organizational systems.

Consequently, these deliberate design choices have resulted in increased satisfaction and broader acceptance among both individual users and enterprises.