I’ve liaised across functions and business lines with developers, business executives and clinical researchers for top-notch product and process development. I am well-versed at translating end-user feedback, data and technical terms to drive meaningful design.
Youth Substance Use Prevention App for Caregivers
After overseeing execution of 4 focus groups and 7 interviews with intermediaries, I worked with the IBM Cloud Garage Team to help drive user-centered strategy and tracking of users stories for the redesign of the Substance Abuse and Mental Health Services Administration’s (SAMHSA) Talk. They Hear You. Campaign mobile application (redesign in progress). I also led usability testing and plain language content editing.
Journey Mapping for Patients in the NIH Brain Development Study
For the Clinical Trials Network at NIH, I mapped the participant engagement strategy for the largest long-term brain development study in the history of the United States (as seen on 60-Minutes with Anderson Cooper). As ongoing clinical appointments are required of kids over 9 years, long-term participation and commitment of parents, children, and communities is critical for successful implementation of this ambitious project. Applying journey mapping, I authored a 20-page, 10-year step-by-step customer experience (CX) strategy for use by clinical research teams to enhance participant trust during visits and help drive sustained retention of 10,000 children and their families.
Since implementation, successful retention has allowed the ABCD Study to publish findings in Lancet Child and Adolescent Health showing that children who use smartphones for less than two hours per day performed better on thinking, language and memory tests.
Find more strategy experience on my resume.
EOB Reader Project (General Assembly)
Coinsurance. Deductible. Out-of-pocket maximum. Research shows that the majority of Americans don’t know what these terms mean. In 10-weeks, I conducted user research (interviews), persona development, competitor analysis, and product feature prioritization to deliver user flows and wireframes using Sketch and Invision.
My process aimed to help answer the below questions.
How might we help clarify the patient payment process?
How might we help health consumers take greater advantage of their benefits?
Access live prototype wireframes here.