"We turned complexity into clarity so CRS could focus on what they do best; helping people rebuild."
Powering CRS Through Digital Transformation
Project Overview
Outdated systems and manual workflows were slowing down CRS’s ability to serve policyholders. Over 18 months, I led the redesign of their entire digital ecosystem. Unifying three core products under a single experience model built on Salesforce and AWS.
The result: faster workflows, consistent visibility, and a scalable design system that continues to evolve with the business.
Results
The Story
CRS provides temporary housing for families displaced by property loss. Their systems were reliable but outdated, built around phone calls and spreadsheets. As claim volumes grew, those manual workflows became the bottleneck.
Behind every delayed response was a family waiting to rebuild their life. The challenge wasn’t just technical, it was human. Our goal was to modernize the platform so agents and adjusters could focus on people, not process.
Challenge
CRS’s digital ecosystem had grown fragmented over years of patchwork solutions. Agents, adjusters, and policyholders were each using separate tools and manual workflows to manage claims. Resulting in slow response times, inconsistent data, and frustrated customers.
Agents were juggling spreadsheets, phone calls, and email threads to coordinate temporary housing, while adjusters relied on disconnected systems with no shared visibility. Policyholders had little insight into their claim status, often repeating information across multiple touchpoints.
In short, CRS wasn’t just facing a UI problem, it was facing a system problem: siloed experiences, outdated processes, and no unified source of truth. To move forward, the organization needed more than a redesign. It needed a shared operating model that could align people, tools, and data.
Our Approach
We began with a deep discovery process across all user types; agents, adjusters, policyholders, and internal IT teams to map the full journey of a claim.
Our guiding principle was clarity over complexity: every workflow, screen, and component needed to reduce noise, not add to it.
My focus was aligning design, product, and engineering under a shared vision of how CRS operates, one system that supports every role, not three separate tools.
Design Execution
CRS360 — Adjuster Experience
Adjusters had largely abandoned their old portal. We redesigned CRS360 as a responsive, data-rich interface that surfaces claims, status updates, and policyholder activity in real time.
Policyholder Portal
For policyholders, the focus was reassurance and transparency.
We designed a mobile-first self-service experience where users can check housing status, communicate with agents, and track progress easily, without phone calls.
CRSOne — Agent Experience
Agents needed a faster, more reliable way to find and confirm housing. We built CRSOne, an embedded Salesforce experience that unified search, booking, and case management into a single flow—reducing time per case and eliminating redundant data entry.
Because CRS operates on Salesforce, we couldn’t simply replace the system; we had to work within its framework. We designed a modern interface that aligned visually and functionally with Salesforce’s component architecture—blending familiar patterns with a cleaner, more focused aesthetic. The result felt native to their existing tools, but significantly more efficient and intuitive for daily use.
25% workload reduction for agents.
Collaboration & Systems
Designing three products meant building one shared foundation.
We partnered with engineering and IT to create a modular design system — built for Salesforce’s component model but flexible enough for future expansion.
Each product used shared patterns for navigation, layout, and data visualization, making new features faster to ship and easier to maintain.
Impact
The redesign delivered measurable results in both efficiency and adoption:
Reflection & Next
This project reinforced a belief I carry into every engagement: the real outcome of design isn’t a better interface, it’s a better operating model. By modernizing CRS’s ecosystem, we didn’t just improve tools; we changed how teams collaborate, make decisions, and serve people in moments that matter.
Next, CRS is extending the platform with AI-assisted case routing and vendor automation — continuing the shift from reactive operations to proactive service.
