Michelle Florero
Holistically designing enterprise systems and human experiences
View selected work→Progressive Insurance
Faster Agent Onboarding System at Scale
Redesigning a fragmented onboarding experience for 40,000+ insurance agents across multiple products and states.
View case study→SelectQuote Insurance Services
Cutting 20% from call time on a high-volume sales workflow
Re-sequenced a quote-to-close workflow used by hundreds of licensed agents on every call — measurable reductions in handle time and direct lift to revenue per agent.
View case study→Progressive Insurance
Helping Agents Prioritize Work Faster
Redesigning a high-traffic alerts dashboard so insurance agents could identify urgent tasks faster and manage daily work more efficiently.
View case study→Los Angeles Fire Department
Improving Emergency Inventory Management at Scale
Designing a mobile system to streamline supply tracking and reduce critical shortages across 100+ fire stations.
View case study→
Progressive — Agency Personas Initiative
Strategy · Research · Cross-functional Leadership
Leading a multi-quarter initiative to define behavioral archetypes across one of the largest independent agent networks in the U.S. — replacing assumptions with a research-backed framework the whole organization could act on.
1,000+
Survey responses
33
Multi-state interviews
4 Qtrs
Roadmap to adoption
AI-assisted
Synthesis pipeline