Work

 

Most of my work for health care clients is confidential. But I can talk at a high level about problems and solutions, and I can share a bit more in person.

In the past year I have designed, or guided teams designing, products and services to:

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> help people who have experienced obesity and lost weight to maintain their weight loss, healthfully and sustainably

  • client: large global health sciences company

  • solution: digital therapeutic, tailored for weight maintenance and rather than solely for weight loss, to aid patients in recovery from obesity

  • approach: tool provides continuous, reliable support and community toward sustained behavior change; modeled in part on addiction recovery solutions and based on clinical guidelines and published research as well as extensive qualitative patient research

  • tools: interdisciplinary ideation workshops; in-person and remote in-depth one-on-one interviews (patients, HCPs, customers); user segmentation; personas; user journey maps; future-state storyboards; low- and mid-fidelity wireframes; clickable prototype(s)

  • role: UX research lead; UX architect

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> improve health outcomes, and health plan digital experience, among members of one of the country’s largest health care payers

  • client: major U.S. health care payer

  • solution: multi-million-dollar user-centered design and agile technology program integrating payer’s digital experience by bringing together fragmented technology partners and sites to improve member health outcomes and satisfaction

  • approach: at helm of UX team of five members and in partnership with strategists and technologists, worked in weekly day-long ideation sessions to collaboratively renovate digital experience, prioritizing highest-impact interventions and organizational change; assembled internal client stakeholders to institute design-driven KPIs at highest client organizational level; collaborated with partner agency to create unified design language and living style guide; worked with other two program leads (technology, strategy) to institute permanent, design-centric repeatable process and program for client organization

  • tools: interdisciplinary ideation workshops; living style guide; whitepaper(s); stakeholder organizing; team leadership; [various user research and design tools deployed by UX team members under my guidance]

  • role: UX architect & team lead

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> change outcomes around a life-threatening infection that strikes chemotherapy patients in the twelve-day immune system “trough” after a chemo dose

  • client: large global pharmaceutical company

  • solution: provide patients receiving chemo with needed help with post-chemo symptoms—and an algorithmically driven ecosystem that will, if infection develops, dramatically accelerate hospitalization and life-saving antibiotic administration

  • approach: connected ecosystem integrates wearable device, ER care coordination, event-driven care management, patient and caregiver apps, and data integration & intervention management system (CRM); design & pilot development are in progress

  • tools: remote in-depth one-on-one interviews (patients, HCPs, customers); user journey maps; addressable market sizing; business model & business case development; go-to-market strategy development; user segmentation; personas; service blueprint; user flows; pilot planning

  • role: UX research lead; UX architect; delivery lead

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> reduce hospitalizations and readmissions among home health care patients by empowering their providers and caregivers with a single, user-centered tool to coordinate care

  • client: CareCentrix, the leading player in the home health care management space

  • solution: care coordination platform providing whole care team with comprehensive, real-time, actionable view of patient data—tailored for the home health context (e.g. for use in patient homes as well as in offices) (see client go-live announcement)

  • approach: cloud-based solution built on Salesforce Health Cloud (with significant customization), emphasizing communication across care teams, standardization of care plans, medication reconciliation, integration of remote monitoring, and optimization of patient paths of care

  • tools: contextual inquiry (HCPs); in-person and remote in-depth one-on-one interviews (HCPs, customers); user segmentation; personas; interdisciplinary ideation workshops; user journey maps; future-state storyboards; card sorting; user flows; low- and mid-fidelity wireframes; clickable prototype(s); design- and dev-friendly backlog

  • role: UX research lead; UX architect (consecutive)

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> empower employees to make more informed, effective, and cost-effective health care decisions at crisis moments

  • client: leading medical decision support company

  • solution: user segmentation to help client understand employees’ health decision-making habits, as client moves toward designing and developing a tool to help employees make complex health-related decisions

  • approach: segmentation organizes users primarily by their information-seeking and/or support-seeking behavior, guiding client to offer either independent access to more detailed decision-making information or access to informed support

  • tools: interdisciplinary ideation workshops; remote in-depth one-on-one interviews (HCPs, customers); user segmentation; personas

  • role: UX research lead

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> create a technology platform that gives consumers more control over the data they produce every day

  • client: startup in the data & privacy space

  • solution: extensive qualitative user research, synthesis, and UX strategy to provide client with actionable insight into its user segments and their mental models related to data, privacy, and related decision-making, behavior change, and value

  • approach: help client understand various user segments’ definitions, ideas, and deepest feelings related to relevant concepts; worked with client to plan and execute UX strategy responsive to research findings

  • tools: in-person in-depth one-on-one interviews (consumers); contextual inquiry; user segmentation; UX strategy; wireframes

  • role: UX research lead

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I love talking about this work (and the above is not at all exhaustive), so I'm happy to share more where I can; just get in touch.