Southethen Cross Projects
Southern Cross Projects
Southethen Cross Projects
My Southern Cross: Procedure Checker
My Southern Cross: Procedure Checker
This feature reduced call volumes by providing a way for users to search their policy for a specific surgical procedure to see if there was cover available for it in their surgical procedures benefit. This feature was used heavily almost immediately after its launch, with over 4,000 searches being performed in the 24 hours after release.
My Southern Cross: Procedure Checker
This feature reduced call volumes by providing a way for users to search their policy for a specific surgical procedure to see if there was cover available for it in their surgical procedures benefit. This feature was used heavily almost immediately after its launch.
Improving cross-team collaboration through file storage restructure
Improving cross-team collaboration through file storage restructure
Improving cross-team collaboration through file storage restructure
Southern Cross's UX work was separated into its 4 Value Streams, each of which had its own designer overseeing their respective projects. This meant that the Design files for the various digital channels in Southern Cross were scattered across teams, with multiple versions of the same screens and no central source of truth. Since the platform wasn't built in React, it couldn't use our React-based design system, making file organisation even more critical.
Southern Cross's UX work was separated into its 4 Value Streams, each of which had its own designer overseeing their respective projects. This meant that the Design files for the various digital channels in Southern Cross were scattered across teams, with multiple versions of the same screens and no central source of truth. Since the platform wasn't built in React, it couldn't use our React-based design system, making file organisation even more critical.
My Southern Cross: Manage My Cover
My Southern Cross: Manage My Cover
My Southern Cross: Manage My Cover
This tool decreased churn rates as well as call volumes by giving members (policyholders) the ability to make certain simple changes to their plan online without speaking to a representative. It was extremely well received, with members using it to make changes to their plans immediately after its release.
This tool decreased churn rates as well as call volumes by giving members (policyholders) the ability to make certain simple changes to their plan online without speaking to a representative. It was extremely well received, with members using it to make changes to their plans immediately after its release.
My Southern Cross: Click to Contact / Click to Action
My Southern Cross: Click to Contact / Click to Action
My Southern Cross: Click to Contact / Click to Action
Click to Contact improved metrics like speed-to-answer and call completion time by offering an automatic callback service. I created an interface for users to log a callback request directly to our call management software, Addons (Now called Tahi) which then dialed out to the user's nominated number as soon as a representative was available. Click to Action was the second phase of the feature's implementation, which added an additional interface design within various processes throughout the My Southern Cross platform, to provide users with access to the tool when it was most needed.
Click to Contact improved metrics like speed-to-answer and call completion time by offering an automatic callback service. I created an interface for users to log a callback request directly to our call management software, Addons (Now called Tahi) which then dialed out to the user's nominated number as soon as a representative was available. Click to Action was the second phase of the feature's implementation, which added an additional interface design within various processes throughout the My Southern Cross platform, to provide users with access to the tool when it was most needed.
The work displayed on this site was created by me while working for the mentioned employer, and is displayed with their permission. Any and all designs, artwork and logos displayed are copyrighted and the IP is wholly owned by the respective company.
© 2026 Ellie Earle
The work displayed on this site was created by me while working for the mentioned employer, and is displayed with their permission. Any and all designs, artwork and logos displayed are copyrighted and the IP is wholly owned by the respective company.
© 2026 Ellie Earle
The work displayed on this site was created by me while working for the mentioned employer, and is displayed with their permission. Any and all designs, artwork and logos displayed are copyrighted and the IP is wholly owned by the respective company.
© 2026 Ellie Earle