The UnitedHealthcare Provider Portal team wanted consistency across product teams and throughout their organization. The Provider Portal was in the process of a major overhaul and there wasn't a way to share the new UI elements and patterns across the organization effectively. This created inconsistency, with design elements varying across different sections of the app. This inconsistency wasted time, money, and teams were frustrated by continually rebuilding base elements.
Helping users find the best information with the right context for them to accomplish their goals.
These are critical in communicating internally and externally to ensure high levels of satisfaction across the business and customer base.
Collecting first hand accounts of experiences allow me to make improvements, learn about the nuance of their decision making as well as pain points.
Depicting the human interactions across every aspect of the business allows for cross-department learning and clarity for areas of improvement.
Understanding the entire customer rationale and emotions inform a number of aspects including copy, interactions and streamlining steps.
I take into account demographic data for a number of design decisions including primary device usage, font sizes, and button size.
Over the course of my journey on the team, I built out a provider library of components built off the design system. (Abyss) A few months of fully heads down auditing and meeting every week to gain alignment, tackle problems and push changes to product teams.
Selected by executive leadership to ensure the transition of design system knowledge permeated throughout their team. As part of that initiative, I built a Figma training series to level up designers from early career to highly advanced auto-layout, component variants, variables, etc.
I am not much for tooting my own horn, so I’ve put together a collection of nice things from coworkers, managers, and directors over the last two years.
