Below you'll find some of my 4 most impactful projects from the last 2.5 years. From member dashboards to

customer relations software, I've been lucky enough to work on a wide variety of subject matter (and had fun doing it).

*I am not legally allowed to share specific details of Blue Cross Blue Shield's softwares or processes. Please contact me directly with any additional questions.

Blue Cross Blue Shield

Member Dashboard

Role: UX Designer

Duration: 11 Months; 2022-23

Goal: Build an updated member dashboard to improve comprehension around data used for specific tasks (healthcare plan renewal).

I was brought in on ground zero for this project, so I helped design and lead a multitude of discovery workshops including: pre-mortem, cross-department ideation, feature prioritization, and goal identification. Once a direction was identified, design and stakeholder reviews began. Our final deliverable was vetted through requirement sessions and I worked closely with development to bring this product to launch.

Skills Used

Scheduling, designing, and running workshop sessions with 15+ stakeholders.
Strong understanding of hand-off between design and development.
Rapid design iteration to keep up with quickly changing goalposts.
Designing for seamless functionality across desktop and mobile.

Online Vs. Paper Customer Journey

Role: Temp UX Design Lead

Duration: 2 Months; 2021

Goal: Leverage our online experience to modernize paper documents for all Blue Cross Blue Shield members. I strategically chose elements of the updated online experience to integrate into the physical documents. This created a seamless member experience across the two mediums and resulted in higher member satisfaction.

Skills Used

Hosting alignment workshop with stakeholders.
Partnering closely with research.
Developing a research and design timeline under tight deadlines.
Integrating multiple platforms into one experience.

Integrating Paper into Digital; Comprehension Optimization

Role: UX Design Lead

Duration: 4 Months; 2022

Goal: Strategically integrate elements of Blue Cross Blue Shield’s paper documents into the member’s online claims viewing experience with the goal of improving comprehension. I managed a team of 4 and worked closely with research to determine which elements of these documents would have the strongest positive impact on members. We then decided where they should be included in the customer journey. After devising a plan for implementation, design began and a final deliverable was produced. This deliverable was presented to the senior leadership team and received rave reviews.

Skills Used

Managing a team of 4 and building intentional rapport among members.
Develop and implement project forecasting for design, research, and strategy.
Evaluating the team and establishing an appropriate timeline and meeting cadence.
Hosting regular retrospectives with the team and acting on feedback.
Presenting milestones and final deliverables to senior managers.

Customer Relations Management Software Redesign

Role: UX Designer

Duration: 12 Months; 2020-21

Goal: Modernize our Customer Relations Management software to better suit all parties involved (10+ departments). This involved discovery sessions, workshops with subject matter experts, and building accurate user flows for every department. These user flows were so revolutionary that they are still being used to inform other projects.

Skills Used

Conducting interviews and building partnerships with 10+ departments’ staff, managers, and subject matter experts.
Building individual user flows to illustrate how each department interacts with our CRM software (touch points, how the software is used, when departments overlap, etc)
Taking all user flows through requirement gathering sessions and design reviews with appropriate representatives from each department.
Begin optimizing the CRM software with the new information gathered in these user flows.