Gen Z & Insurance: UX Research Capstone

As Design Lead on the Travelers Intern Capstone team, I led the end-to-end design process for a research initiative exploring how Gen Z interacts with insurance. Working alongside four interns across research, project, and design roles, we surveyed 103 Gen Z respondents aged 18–27 to uncover pain points, preferences, and knowledge gaps around insurance products. Key findings showed that while 85% of Gen Z values having insurance coverage, 64% don't feel confident in their understanding of it. Gen Z learns primarily through video and online platforms — YouTube (47%), social media (21%), and online communities (20%). Using Design Thinking techniques including brainstorming, affinity clustering, and an impact-difficulty matrix, our team designed a 3-day online workshop solution called "Understanding Insurance" — built specifically for Gen Z, jargon-free, and promoted through social media. I led the wireframing and Figma prototype for the mobile and desktop web experience, presenting the final solution to Travelers leadership at the end of the internship.