Portfolio
A variety of case studies are listed below.
Crafting UX Research, Strategy, & Design for New Flagship CVS Stores
CVS HealthHub stores had just rolled out, but there was a significant gap in digital strategy needed to encourage and manage health-related visits, and integrate these new store types into existing digital assets. I took my team to visit Walmart’s first Wellness Hub Store, as well as CVS’s first HealthHUB store to begin conducting research. We then built consensus on a robust digital strategy to deliver new online and in-store experiences and establish a long-term digital strategy.
Creating a Cutting-Edge Meta-Research Framework
CVS had many customer journey maps and jobs-to-be done studies across the enterprise, but they were disconnected and difficult to find. In this project, I led a team charged with developing a framework meant to unify these assets, make them discoverable, and more integrated into planning and design processes.
Developing a Best in Class Journey Map Inventory System
As a thought leader in the journey mapping space, leadership requested that I develop a way to organize and inventory our journey maps in an engaging way. After reviewing third-party tools and finding them lacking, I developed a new system for visually cataloging and demonstrating relationships between different journeys across the enterprise.
Creating a New Digital Care Platform
Aetna’s most costly and high-touch members required significant engagement from Aetna’s nursing staff to ensure their unique needs were cared for and unnecessary company costs were avoided. Surprisingly, this was only done through phone call outreach, and typically through cold-calling. Our team was tasked with crafting the program’s short-term and long-term digital strategy, and designing the first online experience - aimed at allowing greater engagement, efficiency, and cost savings. Because these partners had no experience working with digital, it provided an excellent opportunity to educate and co-create a path forward.
Patient Routing: Leading Vision, & Coordination of Interrelated, Complex, Dynamic, & Large Concurrent Projects
Leading research and design strategy for MinuteClinic, the nation’s largest walk-in medical clinic chain, was challenging not just because the 700+ clinics across the country have varying services, but several new online consultations services were also coming online, and our team found ourselves at ground zero as an important testing and treatment hub for COVID. Steering patients to the right services became even more critical and complex.
Leading Consolidation Research, Strategy, & Redesign of 16 Scheduling Flows Across the Enterprise
Like many large companies, digital growth at CVS was sometimes messy and not as coordinated as it could be. Over time, various teams had built out 16 somewhat disparate scheduling flows across the enterprise. As a thought leader in scheduling, I was tasked with developing a strategy to bring consistency and efficiency to our organization through a modular framework, leveraging our research and best practices.
Leading Complex Quarterly Planning for a Large, Multi-Disciplinary Team
During my tenure at CVS, I led both small and large teams, and navigated research, planning, and execution within several development frameworks: waterfall, Scrum, KANBAN, and Scaled Agile Framework (SAFe). I had a great deal of responsibility - leading planning for my team (up to 27 employees), proactively shaping product roadmaps, and methodically coordinating and documenting the necessary work and resources. For several years, this was done on a quarterly basis.
Building a UX Research Program & Usability Lab
One of my greatest pleasures was founding the UX research program at CVS. As their third UX hire, UX at the company was still in its infancy. In fact, most stakeholders were unaware of what UX or usability testing were. During this time, I created a top-notch UX lab and research program. Before long, we had up to 20 stakeholders watching live sessions behind a 1-way mirror and using the many monitors in the viewing area. Evangelizing, educating, and conducting studies, truly began shaping how products were thought about and UX research and testing became engrained throughout the product lifecycle.