Senior Brand & Experience Designer
My role
Brand & Experience Design · Visual Design · Illustration · Email & Lifecycle Strategy · Copywriting · Marketing Communications
Collaborators
Marketing · Product · UX/UI · Development · Client Services · Progressive
In 2025, Companion Protect partnered with Progressive to launch a new pet insurance and wellness product, building on Progressive’s existing pet insurance offering through Pets Best. I joined the project from the beginning as its sole designer, helping shape how the new product looked, sounded, and communicated with customers across the journey.
Working alongside marketing, product, UX/UI, development, and Progressive’s internal team, I translated a complex insurance product into approachable, on-brand experiences—from lifecycle communications and enrollment touchpoints to customer portal experiences, campaign assets, and a custom illustration system.
Designing a clearer, more connected customer journey.
From enrollment through ongoing policy communications, I designed a lifecycle of emails to help customers understand their coverage, get the most from their policy, and feel confident navigating a new insurance product.
I mapped communications across onboarding, remarketing, claims, transactional moments, and longer-term lifecycle opportunities. Each touchpoint was designed to balance the information customers needed with an approachable, distinctly Progressive voice and visual system.
Starting with the customer experience
Before designing the communication system, I went through Progressive’s existing pet insurance purchase experience as a customer—including requesting a quote and abandoning it—to understand what communications followed.
The resulting emails felt generic and disconnected from the Progressive brand I had expected to see. That research became an opportunity: how could we make Progressive Pet Insurance feel like a natural extension of the Progressive experience while giving pet parents something more approachable and memorable?
Designing for the way people actually read
I designed each email with a layered information hierarchy: a clear takeaway for customers who only scan the top, followed by additional context for those who wanted to understand the details.
Tone of voice, illustration, Progressive’s visual language, and content structure worked together to make insurance information feel less intimidating and more relevant to pet parents.
The goal wasn’t simply to make insurance communications more attractive. It was to create a consistent experience that felt informative, approachable, and genuinely connected to the relationship people have with their pets.
Designing a clearer, more connected customer journey.
I designed communications across onboarding, remarketing, claims, transactional moments, and lifecycle management—balancing the information customers needed with an approachable, distinctly Progressive voice.
ONBOARD → UNDERSTAND → ENGAGE → RETAIN
Starting with the customer experience
I went through the existing Progressive/Pets Best quote experience myself, including abandoning a quote, to understand the communications a prospective customer would receive. The experience felt visually generic and disconnected from Progressive’s brand—an opportunity to create something more cohesive, approachable, and memorable.
Giving Progressive Pet Insurance a visual language of its own.
I developed a custom illustration system for Progressive Pet Insurance, using Progressive’s existing visual language as a foundation while creating something distinctly tailored to the pet insurance experience.
I studied Progressive’s existing illustration style — including color, line weight, shape, and depth — and translated those principles into a flexible library of pet-focused assets for use across the customer journey.
Extending the brand beyond the customer experience.
I also created supporting creative for Progressive Pet Insurance launches and business development, including social content, announcement graphics, and presentation assets used to introduce the partnership and support new business opportunities.
A new product, a new visual language, and a customer experience designed to feel unmistakably Progressive.
Selected work shown with permission. Some project details and materials have been omitted or simplified for confidentiality.
