DELTA DENTAL

OVERVIEW

Delta Dental is one of the largest dental insurance providers in the US, serving over 85 million members. I joined as a design intern and grew into a mid-level product designer over three years — leading member experience initiatives across payments, compliance, and benefits while introducing design best practices to a 70+ year old company.

THE PROBLEM

The billing experience was fragmented across multiple disconnected surfaces. Members had no central place to understand their payment status, history, or options — leading to high support call volume and member frustration at a critical moment in the care journey.

PROCESS

Led discovery through whiteboard sessions with cross-functional stakeholders, mapped the existing fragmented billing journey, and facilitated design sprints to align engineering, product, and compliance on a unified direction. Iterated through low-fi to hi-fi prototypes with continuous usability testing.

SOLUTION

Introduced a Payments Hub — a unified surface connecting the fragmented billing experience. Members could now view payment history, manage methods, and make payments from a single, accessible entry point. Also led the MFA and PCI compliance rollouts, ensuring security features were introduced without degrading the member experience.

IMPACT