Skill: Product Design
Express Scripts
SCOPE
I was a Senior Product Designer on this project for Express Scripts, a Pharmacy Benefits Manager owned by Cigna. I worked with a team of designers, but I was the lead iOS and Android designer on this Push Notifications and many other account and communications projects. I created and presented design to other designers, researchers, development teams, design directors, and VP’s.
DATE
2022
PROBLEM
How do we create a new communication channel with our members? How do we improve medication adherence for our members? How do we optimize using Express Scripts as their preferred pharmacy? How do we make it easier for members to refill their prescriptions? How do we create an engaging design that gives the Express Scripts the right information at the right time?
METHODOLOGY
Collaborate with research teams to set goals and plans for research initiatives. Research with members and use human-centered design practices. Design in sprints in conjunction with an agile development team. Usability test with our members to create the best experience possible. Perform exploratory generative research with members and subject matter experts to discover their needs, goals, wants mapped to their journey. Collaborate with our members, product owners, tech leads, and product leadership to create the best experiences.
LEARNINGS
We have learned that most (60%) members would enroll in notifications on app download. This is important because we can ask them right at the point of first time logging in to the app to opt-in. But we must also create flows for different parts of the member journey, say if a member already has the app installed. We will need to create enroll flows for these members such as after ordering medication, prompt on login, and inside their communication preferences to set up later if they would like.
We also learned that we must convey the importance of notifications for our members to enroll to get updates about the prescription delivery status, time for refills, medication recalls, or payment errors. We must make the value proposition relevant to their usage and show how different these notifications may be compared to social media or mobile game notifications. The differences between a potentially life-sustaining medication update VS a Duolingo reminder are huge here and we must make sure our members know this too.
RESULTS
Projected $960K in annualized call center savings due to prescription and PHI (personal health information) confusion. Potential additional margin with Refill/Renewal reminder campaigns (with higher conversion rates for push notifications VS emails). Costs savings for using push notifications compared to SMS (text messaging). Most SMS platforms charge per message or per user. The plan would be to measure all of these and track them after successful launch for the project’s KPI’s.
We just completed research for these Push Notifications flows. We are currently designing and building an MVP. We will release and collect more feedback from our members and iterate.
LINKS
Juice Insurance
SCOPE
I am a Senior Product Designer consultant on this project for Juice Insurance, a life insurance SaaS startup. I work for a founder who sells insurance and needs help building this idea. I am the sole designer on the project. I created and presented design to development team partners to collaborate and figure out requirements and investors to get buy-in to fund this project.
DATE
2022
PROBLEM
The current life insurance selling/buying process is frustrating, time-consuming, and labor-intensive. How do we improve the life insurance selling process for agents? How do we enroll their clients digitally? How do we educate consumers about life insurance products? How do we create an engaging design that gives the life insurance clients the right information at the right time?
METHODOLOGY
Research with life-insurance agents and use human-centered design practices to uncover their needs, goals, and pain-points. Design in sprints in conjunction with an agile development team. Usability test with agents to create the best experience possible. Perform exploratory generative research with agents and subject matter experts to discover their needs, goals, wants mapped to their journey. Collaborate with agents, founders, tech development partners, and investors to create the best experiences.
LEARNINGS
Through interviewing agents I learned that the current process for selling life insurance was frustrating, time-consuming, and labor-intensive. Juice Insurance needed ways to make the client enrollment easier and more efficient. Agents wanted ways for clients to self-service to avoid paperwork errors or misspellings. Clients would also be able to self-service 24/7 and get reminders to complete their life insurance applications. Agents are freed from the back office tasks and are able to focus on marketing, selling, and doing more high-touch client engagement.
RESULTS
We are currently designing and building an MVP. The business is pitching investors with the help of these initial designs. We will release and collect more feedback from our life insurance agents and iterate.
LINKS
AR App – City Unseen
City Unseen is an iOS and Android artificial reality app for Snap!, which is a contemporary art gallery in Orlando.
PURPOSE
To transform an entire city into an augmented reality art museum.
SCOPE
I worked on the branding, user interface and experience design, wireframes, mockups, prototypes, and strategy for this project. I also designed and built the website to promote this project.
DATE
2019
METHODOLOGY
Constant iteration and testing with the curator, artists, and technology stakeholders. We were working with innovative technology and had to solve problems like the AR scanning experience design, bandwidth, screen sizes, and resolution, and working with the engineers building on the Unity platform.
RESULTS
Positions Orlando as a pioneer of art and technology in the 21st century and serves as a platform for discussion about social, cultural, and environmental issues around us.
LINKS
Learn more at snaporlando.com/city-unseen
Disney – Gift Cards
Case Study Coming Soon!
SITE MAP
WIREFRAMES
HI-RES MOCKUPS
MOBILE HI-RES MOCKUPS
Avis Signature Series Site
During my time at FROM, Digital I had the awesome experience of working on Avis and Budget car rental sites and apps. Here is an example of a mock-up of some of my work there. The best work I did there was working on A/B and Multi-Variate Testing for Avis and Budget. This was where we would make different designs and run tests with a small percentage of real users and see which design performed the best, sometimes increasing conversions and sales by 12% or hundreds of thousands of dollars.
DATE
2016
Publix Super Market
I worked at Publix as a consultant for 9 months and during my time there I worked as an Interactive Designer for Web and Mobile. As an Interactive Designer, I used the Design Thinking approach to my process which includes Empathizing with the users, Defining the problem, Ideating, Prototyping, and Testing, and then going back and cycling through the process to perfect the product you are working on.
For each project, I would put myself in the shoes of their target demographic of shoppers, interview shoppers, talk to store managers, cashiers, and baggers, and empathize with the people who will be using the products I was designing. Every trip to the grocery store was a UX research endeavor.
I would ask cashiers questions like, “How do customers use the pin-pad to complete the Digital Coupon transaction?” “What are some pain points of friction in the process?” “Why do customers have a hard time with Digital Coupons” “How could we make this easier for them?”
Then I would come back to my desk and clearly define the problem I was trying to solve based on that initial research, be it making Digital Coupons easier to use or creating a new Marketing Blog for customers to find out about our delicious recipes easier.
Next, I would sketch out the initial concepts with good old paper and pencil, post-its and whiteboards, and talk through some ideas individually and then collaboratively.
Some sketches here:
Mobile Digital Coupons Filter and Sort, Clipped States, and Coupon Layout.
Sales Flow and CRM / User Dashboard and Shopping Experience.
Desktop Logged Out Digital Coupon State.
Squeeze Page Flow Process For Signing Up for Email Club Join.
From the initial sketches, I would jump into Adobe, Sketch, Omnigraffle, or InVision and make some prototypes. Here are some examples of my prototypes:
Digital Coupons Mobile View
Digital Coupons Desktop View
And here is the live version of the Digital Coupons Project.
Finally, testing would be the last step of the process and then time to iterate and do it all over again.
To test this project I use a few different methods of testing. I use WAVE Evaluation tool to test for accessibility. I could beta test and release the site to a small number of users and gather their feedback. And a focus group could be helpful to gauge how well users of the site can complete tasks on the site like clicking coupons and finding out which items were clipped.
Once the site is live I look at the analytics and see the click-through rates for each section and try to optimize performance throughout the site.
DATE
2015
Snap! ‘YOU ARE HERE’
This project is a website for a month-long art event at 25 different locations on 31 different days in Orlando, Florida. I created it to help the art patrons find one-night only events taking place on specific days in the month of May.
A bit of a confusing concept to have a month-long art event at different locations, so I empathized with the people attending the events and thought how I could help alleviate some of this confusion.
I talked to some art lovers and asked questions like, “How would you want to find about ‘X’ event?” “Where would you look for this information about an event on a specific day?” “What kind of information would you want to find?”
Based on these responses I began to define the problem. I needed to sort this out for the art attendees.
I began sketching out an ascending ordered date list view and then detail list view in order to make the different art show information easier to understand.
Here is a prototype of a list of art events that become hidden as the day/event elapses. So, on May 31st, the event page looks like this:
Last but not least, was the test to see if the site was solving the problem and working properly. Here is some press from the event:
And from Snap!’s Facebook Page.
Desktop View
Mobile View
