Customer Service Associates at ADP often have to login to over a dozen systems to triage client inquiries. This leads to long hold times and poor satisfaction scores. My goal has been to improve the daily interactions for both our service associates and clients by streamlining workflows into a one-stop-shop portal called Client Engagement Hub (CEH). Since it’s launch in September 2017, we’ve brought client calls down by 10%, reduced call times and improved satisfaction scores.
While at Optum, I worked on several products including an web based application making it easier for people to apply for state aid. One challenge was that the application wasn’t developed for tablets or phones which was a large misstep. After doing research, I uncovered that most users were applying on their smart device since many are lower income and without access to a computer. One large component of the application process is providing documentation and as a work around I created a flow and design for a app that allows users to take a photo and upload their verification documents on the fly.
Mother’s returning to work are often filled with anxiety. To help ease the burden a little bit I created an app that allows them to find nurture spaces in the office easily and provide them with the information they need.
• Interviews with new moms and persona creation
• User flows and rough wireframes for a nurture room app
• Tested hypothesis with paper prototypes
• Mid and High Fidelity prototypes
*Spec work for Johnson & Johnson
I developed a new look and feel for the Time Warner Cable website starting with the homepage. The redevelopment started from the ground up with wireframes and moved to mockups of the layout showing a cleaner user interface and updated modern imagery. The main goal was to make sure all content would be relevant in a responsive layout. The designs were tested with current and potential customers and iterated upon until we developed what is live today.
To see more about this project visit twc.com
I worked with Greer to rethink and redevelop their grass allergy product, Oralair's, web presence for patients and care givers. The main goal was to make the website responsive and more engaging to users. To do this, I created wireframes for the mobile experience then tablet and finally desktop versions. One challenge was to manage the Important Safety Information and Indication which have to be accessible to users at all times. Keeping this in consideration, I managed to position the Indication at the top of the page with a "Read More" button and the ISI was stuck at the bottom of the page with a "Read More" button. To keep users engaged and interested I used relatable lifestyle photography that captured the brand's tagline "rediscover the yard" in conjunction with simple icons that allow the user to recognize what the content is discussing instantly.
Novartis NET Alliance patient website redevelopment.
Novartis created the Neuroendocrine Tumor Alliance (NETA) in 2010 to improve knowledge and management of neuroendocrine tumors and to empower patients to be more informed advocates. The website redevelopment included an overhaul of the current patient facing website from the ground up. I provided support by restructuring the user experience and information architecture along with creating the design and layout.
Created the My Greenstone Generics app for Pfizer. The app allows users to find Greenstone generics with a location based system in conjunction with Google Maps. I developed the wireframes, layout, and iconography to have a clean and simple feel. I utilized the Greenstone honeycomb shape throughout to pull through the branding and style elements from other pieces in production.
Created a responsive website for Hemangeol - the only FDA approved treatment for infantile hemangioma. I was the lead designer and UX architect on the project and worked with the client's current branding to develop both the patient and health care professionals.
Develop the Recyclebank online experience. I worked with multiple teams across the company including copywriters, web producers, account managers and product. I aimed to humanize the brand by replacing cartoon clipart with engaging photography in Recyclebank’s materials.
To promote local band performances, I created a series of posters that have been displayed in venues, online and in print publications. The posters draw inspiration from various textures and vintage lettering.