USER EXPERIENCE (UX), CUSTOMER EXPERIENCE (CX) AND USABILITY

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UX Architect, 2013–2018

This project was part of a feature set of Ipreo/IHS Markit's BD Advanced market intelligence digital platform that allows a bank's sales team to manage everything related to their coverage by having a digital dashboard in the platform that allows them to customize the data cards that are most-applicable to their work.

BD Advanced (BDA) provides near-real-time market intelligence specifically tailored for the sell-side of capital markets. The platform enables users to perform both basic and advanced searches within their coverage accounts (from private lists) and identify new opportunities for prospecting and targeting.

One of the key features we designed allows users to access an account and instantly view valuable, near-real-time data insights displayed on customizable dashboard cards. Users have full control over these cards, with the ability to modify them with minimal restrictions.

I reviewed all the data typically presented to users and collaborated with teams to design the user interaction for the search feature and dashboard cards. Additionally, I recommended specific data visualization types that would effectively present the information, enabling users to quickly gain accurate insights and make informed decisions.

The personas we designed this platform for operate in a highly competitive, fast-paced environment. They keep their coverage lists extremely private, so having a secure, robust platform with powerful features that provide actionable market insights is essential. Our tool stands out as best-in-class by offering these professionals the ability to quickly act on insights, giving them a distinct competitive edge.

Note: Due to the federal SEC regulation around financial information this product contains, I can not show much more than this.

UX Architect, 2021–2023

While at Male Excel and WellTrust Medical, I was invited to join a team dedicated to enhancing and, in some cases, developing new features for the company's live EMR system. The medical providers, including doctors, nurse practitioners, and medical assistants, needed a more efficient way to view patient schedules on a daily, weekly, and monthly basis, as well as the ability to quickly communicate with patients about their treatment—all while ensuring compliance with HIPAA security regulations.

After conducting interviews with our providers across the country, I consolidated the feedback and identified three major issues with the legacy platform:

1. There was no individual patient profile—patient records were grouped together with no clear hierarchy.
2. Providers lacked a calendar view for daily, weekly, and monthly consultations and reminder schedules with patients.
3. Providers needed the ability to message patients directly from the platform without revealing their office or personal phone numbers.

The team collaborated to prioritize these issues and worked with our development partners to estimate the effort and time required for each. I created several low-fidelity wireframes and tested them in a lean agile process, gathering quick feedback from users to make necessary adjustments. Once the designs were refined, I led the creation of high-fidelity clickable prototypes using tested design patterns and UI components. These prototypes allowed stakeholders to experience the near-final product and provide further feedback.

Once the iterations in visual and interaction design were finalized and approved, I led the collaboration with our QA team to test the product and worked closely with our development partners to ensure the production version aligned with both the approved designs and the company's branding guidelines.

I made it a priority to work closely with the providers to ensure that each iteration of the application addressed their key issues. While it’s impossible to resolve every user challenge, as different users have varying pain points and requests, we were able to accommodate around 90% of their use cases. This led to more satisfied and efficient providers, improved patient care, and ultimately increased revenue for the company due to higher patient satisfaction.

Note: Due to the federal HIPAA regulation around healthcare information, I can not show much more than this.

UX Architect, 2021–2023

This project may not seem groundbreaking at first glance, but it had one of the most significant impacts on the company's revenue and deserves recognition.

Male Excel was facing a persistent issue with patient retention. Despite patients making an initial investment to start their treatment plans, many were discontinuing their care. Most believed the problem wasn't related to the medication or treatment regimens, as patients frequently praised the effectiveness of the therapies.

I joined this effort after the executive and medical teams were unable to pinpoint the cause. Upon reviewing general notes in the EMR system and analyzing patient messages, it became clear that the company had a major gap in effectively communicating with and guiding patients through their treatment journey.

I led the team in identifying key communication touchpoints throughout the patient journey by creating journey mapping visualizations. We collaborated with the medical team to ensure the messaging was accurate and provided clear instructions to guide patients through each step of the process.

After finalizing the communication strategy and getting the copy approved, I worked with our development partners to develop SMS texts and HTML-based emails. We then automated the communication workflow and implemented tracking to monitor patient engagement.

Following the launch, patient engagement increased by 87% around key events after the initial consultation, where we had previously seen high drop-off rates. Patients, who had been abandoning treatment due to a lack of guidance, now had clear instructions. They began successfully submitting required medical paperwork and receiving timely notifications for prescription renewals, billing, reminders, and expectations for the next steps.

Maintaining communication touchpoints with your customers is essential for keeping them engaged with your products and services and guiding them through your process. You understand the journey, but they may not. Additionally, after implementing these communications, we identified new opportunities to upsell and cross-sell services.

Note: Due to the federal HIPAA regulation around healthcare information, I can not show much more than this.