UX Internship

During my time at WTW, I was part of the UX team working on the benefits outsourcing platform product, which supports 80+ Fortune 500 clients and more than 3.5 million users annually. My internship centered on three key areas: integrating an AI assistant into the platform to support employees during enrollment, developing analytics to make user behavior data more accessible, and contributing to agile software development for pensions and retiree self-service.

On the AI assistant initiative, I explored how AI assistant could guide employees through complex benefit choices. This included examining user needs, mapping enrollment flows and drop-off points, and evaluating assistant behaviors to define what an MVP launch could realistically deliver, while also identifying opportunities for future iteration and feature scaling.

On the data analytics side, I conducted an exploratory analysis using behavioral data from the platform’s enterprise data warehouse. I analyzed navigation paths, friction points, and tool engagement patterns, then built a proof-of-concept Power BI dashboard connected to cleaned SQL pipelines. This enabled the UX team to surface actionable insights, reduce reliance on manual queries, and support more data-informed product decisions with faster insight cycles.

Finally, as part of a cross-functional Scrum team focused on pensions and Retiree Self-Service (RSS), I participated in story reviews, user flow evaluations, and UX QA. In total, I contributed to five sprints. This work underscored the challenges of contributing within agile cycles and integrating new features across hybrid system architectures, where clarity and consistency are critical for retirees making high-stakes financial decisions.

Across these projects, I combined mixed-methods UX research with product analytics, navigating environments shaped by policy, compliance, and legacy technical constraints. This experience strengthened my ability to frame research questions, collaborate within agile processes, and translate complex systems into intuitive, trustworthy user experiences.