I was given a business problem: there are 8 Customer Care agents that cover all of the customer support for Stop & Shop, Food Giant, Food Lion, Giant-Martins, and the rest of Ahold’s American grocery front stores. Their customers submit 1500 requests a day, and it takes on average 2-4 days for a customer care agent to respond to a request. How do we automate their work so they can answer every customer every day?
After conducting interviews with both customers and customer care agents, conducting a landscape analysis, and mapping our insights, the answer was simple: a smarter customer service system that shows users what they need, and automates everything else.
Beyond the heavy design effort, I was also responsible for the research, presentation and value generation for the product. We were able to determine how much revenue this project would save Ahold Delhaize with the aid of Customer Care team and our business strategy team. After that, we began to map our ideas into flows and wireframes, conducting workshops with designers, engineers, stakeholders and alike to generate a solid direction. We tested our designs with a group of customers and we were off to the races on the design front.
From lo-fi to hi-fi we tested the hell out of this design at every direction. We ended up building 3 different solutions with different functionalities, testing them furiously and eventually melding into one solid be-all-end-all design.
We roadmapped the product in several launches, to slowly improve the Help Center design over time while building the technology needed to make it happen.
The product is planned for a soft launch release in late 2022 first on Stop & Shop, and a full release across both Stop & Shop and Giant Foods in 2023.
Sometimes, UX can save your life.
Pharmacy systems had a problem - no accountability, no review for prescriptions when they don’t line up. No easy way to contact your doctor when things go wrong. This led to a lot of public liability issues for Walmart.
The Walmart CDS (Clinical Decisioning System) is a platform for pharmacists to expedite the checkout process for Walmart Pharmacies nationwide and reduce risks to patients by design.
It archives user profiles with notes and personalized information, streamlines communication between care providers and pharmacists, and provides unprecedented tools for pharmacists to make decisions quickly and efficiently.
I led a team of UX Designers, Researchers and Business Strategists at West Monroe Partners to modernize a 30 year old pharmacy system and bring it into the 21st century, working directly with key stakeholders at Walmart Pharmacy and Walmart Labs.
3 prototypes were built atomically and tested rigorously on-site in Walmart Pharmacies across the US, leading to a 4th and final deliverable for development and deployment.
Years later, Walmart has implemented and iterated greatly on this design deliverable, to a point where automated decision support is taken for granted in the industry, and it’s been a sticking point for other Pharmacy systems across the country since the app’s implementation.
Tools used: Sketch / Invision / Axure
As core member of the Humana redesign team, I created visual design standards and UX resources. I worked directly with designers, engineers and content strategists in the creation of a new Humana.com.
The site was designed to be accessible for a variety of limited mobility/visibility users using A11Y accessibility standards.
With over 18000 pages, dedicated mobile, tablet and desktop scaling, Atomic and Agile design systems were key in this redesign’s execution.
Tools Used: Sketch / Invision / Axure
Event app for iOS/Android on mobile and tablet. Created for Fortune and Gazelles biennial 'ScaleUp Summit.'
Features feed, messaging, matchmaking, contacts, speaker gallery, and more.
Application was designed modularly with highly configurable UI for effortless customization.
Tools used: Adobe XD, Angular stack
Web app to track extreme weather activities for any location in the US, connected to Uptake's own weather service. It's designed predict weather before it happens and send automatic warnings to customers.
This helps prevent equipment failure, unforeseen delays in transportation, and increases safety. The app was client-facing for custom fit displays, tablets and desktops.
Tools used: Adobe XD, Meteor
Ennate was an IoT company built to best utilize core talent at Egen Solutions. Here are the initial designs for it’s inception, including branding and web templates.
At Egen, I worked with a variety clients in the IoT space including Uptake, CAT, Verizon, Fedex and Delta at Egen. I developed the Ennate corporate identity and managed all product design for the 150 person company including a variety of hybrid and native applications and product experiences.
Outlearn was a learning management system intended to be a social network like Slack for reading with your company, to promote a healthy learning culture through gamification and team-learning.
We went through many interactive prototypes of the product, I've included some of that process here.
