SIGNIFY HEALTH: VALUE BASED HEALTHCARE LEADER

OPPORTUNITY 

Build and lead a design team to support new initiatives and revamp existing tools in a complex, rapidly evolving healthcare market. The teams’ missions were to update healthcare applications for end-users and internal teams in a very complex ecosystem of users with highly specific needs across product lines.  

EXPERIENCE 

With a small UX team supporting multiple products, focused on rapidly scaling the team and employing product design methodologies to create consistency and process. Successfully advocated the adoption of these design processes with cross functional partners and executives, resulting in design team growth and investment in user research and lightweight iteration. This drove alignment and transparency across departments for key projects.  

RESULTS

Internal stakeholder adoption of product design, user research from start through project completion and measurement. Product design became essential to the product development life cycle and was seen as a resource in feature prioritization, roadmap planning and a collaborative partner. Successfully advocated for agile product pods to create a more productive, cohesive and harmonious teams.  

https://www.signifyhealth.com/

OPPORTUNITY 

Pet Food Experts is a curated small batch pet food marketplace designed for pet stores and veterinary clinics. In an increasingly competitive space with larger firms, we needed to redesign the site and technology stack into a mobile-friendly, intuitive user experience across the site with native apps and mobile web. The goal was to enable a great user experience to drive commerce and retention, as well as reduce internal customer service time.   

EXPERIENCE 

First, did a deep-dive to understand user needs of all the stakeholders - internal and external. Directed and conducted an intensive workshop with engineering, marketing and key executive stakeholders.  Managed offshore teams on two continents, including design and engineering, often acting as Product Manager and Project Manager in addition to design lead. Checked in weekly to showcase work with clients and translate needs into understandable product requirements.  

RESULTS 

Created a user-aligned experience that reflected the user needs identified in the workshop and subsequent user research and surveys. Enabled the company’s customers to enjoy a new and modern user-focused experience, as well as cut customer service and other internal stakeholder time and cost. The product experience was smooth, modern, and user-friendly which achieved the initial goals of revenue and retention growth, and happier, more cost-efficient internal teams.

https://www.petfoodexperts.com/ 

OPPORTUNITY 

The Customer Insight System 2.0 (CIS 2.0) was initially conceived as a CRM tool to enable the growth of The Medicines Company’s sales team. As a custom solution the CIS had the potential to enable the sales force, but had low adoption and usage, and needed to be re-designed to meet the needs of its users and achieve its potential.  

EXPERIENCE 

We utilized a user-experience design approach that included User Research with Surveys and interviews, personal development, sketches and storyboards. The project then proceeded through mockups, tests, validations and feature prioritization. We partnered with an offshore engineering team in Agile cycles to develop and launch the project.  

RESULTS: COMPANY ACQUISITION  

The resulting redesigned product was an easy-to-use application that enabled the sales team to make meaningful connections with medical professionals, track competitors, and measure their own sales as well as their team members', and helped align the customer engagement with the Company’s strategic vision. The application was so successful that it was acquired along with the strategic acquisition of accompanying pharmaceutical product lines.