Brady Valentino
Rebuilding Owl: A Platform Reinvention With 100% User Satisfaction
Background
I was brought in by the Owl team at a critical inflection point. The platform had momentum, but also mounting friction: users were frustrated, workflows were clunky, and internal teams struggled to scale features without creating more complexity.
My role was to lead the end-to-end redesign of the core experience — with a focus on clarity, usability, and trust.
Identifying the Gaps
We started with real users: claim reviewers, specialists, and managers. Their frustrations weren’t about missing features—they were about how the existing tools worked.
“I have to open three tabs just to understand what’s going on with a single claim.”
“I keep forgetting where to find the financial info—it’s never where I expect.”
Across roles and workflows, we heard the same thing: the platform was powerful, but hard to trust and hard to navigate. This wasn’t a feature gap. It was a usability and trust issue.
Before
After
Before
After
My Role
Working cross-functionally with product and engineering, I led a ground-up redesign around three core principles:
- Make the essentials effortless: Reduce steps, confusion, and loading time in daily tasks.
- Design for confidence: Every screen should reinforce accuracy, auditability, and understanding.
- Don’t reinvent — refine: Wherever possible, improve what’s already working to reduce cognitive load for returning users.
Before
After
What Changed
The impact wasn’t just anecdotal—it was visible across the board:
- Task completion time dropped by ~40% for common claim workflows
- User satisfaction scores improved from 3.1 to 5.0 (internal survey, 3 months post-launch)
- Claim reviewers rated “ease of finding information” as 2× better than before
Most importantly: reviewers reported trusting the platform again.
Reflections
This project reinforced the value of solving for clarity before complexity. I didn’t need to invent new features—just design a system users could trust. By leading with empathy, and shaping the interface around real workflows, we turned OwlVision from a dense tool into a daily companion for claims specialists and reviewers.
Brady Valentino
Rebuilding Owl: A Platform Reinvention With 100% User Satisfaction
Background
I was brought in by the Owl team at a critical inflection point. The platform had momentum, but also mounting friction: users were frustrated, workflows were clunky, and internal teams struggled to scale features without creating more complexity.
My role was to lead the end-to-end redesign of the core experience — with a focus on clarity, usability, and trust.
Identifying the Gaps
We started with real users: claim reviewers, specialists, and managers. Their frustrations weren’t about missing features—they were about how the existing tools worked.
“I have to open three tabs just to understand what’s going on with a single claim.”
“I keep forgetting where to find the financial info—it’s never where I expect.”
Across roles and workflows, we heard the same thing: the platform was powerful, but hard to trust and hard to navigate. This wasn’t a feature gap. It was a usability and trust issue.
Before
After
Before
After
My Role
Working cross-functionally with product and engineering, I led a ground-up redesign around three core principles:
- Make the essentials effortless: Reduce steps, confusion, and loading time in daily tasks.
- Design for confidence: Every screen should reinforce accuracy, auditability, and understanding.
- Don’t reinvent — refine: Wherever possible, improve what’s already working to reduce cognitive load for returning users.
Before
After
What Changed
The impact wasn’t just anecdotal—it was visible across the board:
- Task completion time dropped by ~40% for common claim workflows
- User satisfaction scores improved from 3.1 to 5.0 (internal survey, 3 months post-launch)
- Claim reviewers rated “ease of finding information” as 2× better than before
Most importantly: reviewers reported trusting the platform again.
Reflections
This project reinforced the value of solving for clarity before complexity. I didn’t need to invent new features—just design a system users could trust. By leading with empathy, and shaping the interface around real workflows, we turned OwlVision from a dense tool into a daily companion for claims specialists and reviewers.