Progressive Insurance has been a customer experience leader in the property and casualty insurance market for many years. CSS has worked with Progressive since 1994 and assisted in the design of numerous internal and customer facing websites and applications. Our work involved detailed UX design for their call center customer service systems, claims systems, agent systems and underwriting risk assessment systems. Our training on usability and user experience over a period of more than 12 years helped solidify a robust usability practice and strong alignment of User Experience across the various business units. We also assisted in the establishment of a formal usability practice with internal usability testing labs. This knowledge was then shared across the corporation with GUIguide our enterprise best practices usability portal.