CHANGE HEALTHCARE

UX Design Lead

Figma, Adobe Photoshop, Jira, AEM

ROLE OVERVIEW

Lead a team of designers, architects, and researchers through ideation, production, and iteration of digital assets for high-value clients in the healthcare industry. Held daily stand-ups and regular calls with multiple business units to ensure alignment on project objectives, fulfilled business, technical, creative, and functional requirements, and delivered desired project outcomes within significant time and budgeting constraints. Translated requirements to design-based stories that solved for specific scenarios, facilitated user research and iterative testing sessions, and reported findings to key stakeholders and senior leaders both internally and on client side. Quickly identified and removed blockers and consistently yielded a desirable burn-down chart.

PROJECT OVERVIEW

Problem Statement

Design and build an Enterprise Customer Care Portal where service reps can submit, access, search, update, and expeditiously resolve tickets for customer-related issues, access and update claims information, and communicate directly with clients through a chat interface.

PROJECT OUTCOMES

Hub reduced call center volume by more than 70% by end of Q1 post-launch.