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Village

I led a small design team to transform an outdated internal employee intranet into a modern, user-centric experience.

Role

Design Director, Design Lead

Employer

Goods & Services

Platforms

Lumapps

Area

Website design, Identity

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Background

Chubb is a global insurance provider operating across multiple regions with a broad range of clients. Despite its extensive reach, the company’s existing intranet had grown unwieldy and outdated. Employees often struggled to find critical information, which slowed down their work and diluted overall engagement. Over time, additional tools and portals were layered on top of the core intranet without a consistent approach, resulting in a confusing user experience. Many employees chose to rely on other methods of communication simply because the intranet lacked a clear organizational structure. As a result, knowledge sharing was hindered, and cross-departmental collaboration remained limited.

Research

We conducted user interviews, defined personas, mapped out workflows, and held stakeholder workshops to understand the core issues and employee needs. Insights from this research helped us create user personas that drove key design decisions around the intranet’s layout and functionality. We reimagined the underlying structure by eliminating redundant sections and establishing logical navigation pathways, which made it far easier for employees to locate the resources they needed.

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Persona workshop

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Experience roadmap workshop

Design

Our approach began the design process with rethinking the concept of “Village,” an identity that captured the idea of community and togetherness. We designed a new identity system—complete with a refreshed color palette, typography, and iconography—that echoed the new corporate rebrand.

From our research we assembled a “north star” document that illustrated our long-term vision for Chubb’s intranet. This document mapped out the strategic framework for continued development and aligned all stakeholders around a shared set of guiding principles—empowerment, simplicity, and community among them. By incorporating future needs and technical considerations, the north star framework ensured the platform could adapt as the organization evolved.

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Chubb Village identity

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Chubb Village internal campaign video

Impact

The platform’s clearer structure boosted overall confidence in using the intranet and led to broader participation across departments. Teams began breaking down silos by leveraging new discussion boards and announcements, which fostered a more open culture of celebrating accomplishments and sharing expertise. Over time, Village became a vital part of the organization’s internal communication landscape, reflecting Chubb’s commitment to unity, collaboration, and innovation.

Communication

An internal marketing campaign was essential to generating excitement and encouraging adoption once Village launched. We organized a virtual town hall to introduce the new intranet, showcasing its core features and walking employees through practical scenarios. To further support the rollout, my team created video tutorials, quick-start guides, and interactive tooltips that explained how to navigate the platform and highlighted beneficial features. We also built continuous feedback mechanisms into Village, allowing employees to submit suggestions and concerns in real time. This loop informed iterative improvements and helped maintain momentum long after the initial launch.

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