The following is short summary of some of my projects. Please contact me for full case studies.
Flatiron Health
Ambient AI
Ambient AI is technology that passively listens to provider-patient interactions and automatically transcribes the visit into structured notes. It promises to help providers write more accurate and effective notes more quickly, while allowing them to put more focus on their patients. I led design and research for project.
The early generative research I conducted (including an on-site contextual inquiry study), uncovered key insights regarding time-saving needs and trust in AI. As a direct result, we made strategic product pivot that accelerated market entry, saved significant costs, and actually ended up with a solution that was revenue-generating from launch.
The design allows providers to easily and seamlessly import the AI-generated notes into their Visit Notes when they are ready. The results have been improvements key metrics such as perceived time savings, adoption rate, and reduction in “pajama time” (after hours charting). Additionally, provider satisfaction is very high, including for our most important customers.
In the second phase of this project we added the ability to write back AI-suggest diagnoses directly into the patient chart. This phase is still in pilot, but early results have shown not only user satisfaction with the workflow, but real impact on note quality and accuracy. Besides just better notes, this also means that practices can have more accurate billing (higher chance of insurance coverage and Medicare compliance) and a higher chance of better patient outcomes. When providers use the diagnosis write back tool, we’ve seen increases in: number of diagnoses added, comorbidities and social determinants of health added, and diagnosis specificity.
Social Determinants of Health (SDOH)
I led the design initiative to integrate SDOH workflows into the OncoEMR platform, addressing a critical gap where these factors were previously unaddressed and lacked structured data. Initial user research uncovered that much of the problems users were facing were due to organizational structure and communication issues. Social workers are often in charge of following up on patients’ SDOH issues in practices, however they often use 3rd party software and infrequently make use of OncoEMR.
The initial project scope factored in that we may have to build a full social work experience in OncoEMR to bring those users into the platform. However, when I conducted additional research to validate the scope, we discovered that these users did not necessarily want or need first class solutions in our platform. The core of the problem was that they wanted SDOH to be more easily visible for doctors, nursers, and other members of the care team to take action on.
This led to a design solution that meets users where they actually are. We introduced an SDOH section as part of the Visit Note where providers are most likely to be, making it easier for them to record SDOH themselves or to simply be more aware of the issues so they can adjust their assessments and plans accordingly. We also added SDOH functionality to the patient summary page where nurses and social workers are more likely to be.
The UI changes were small, but ultimately extremely effective. The resulting work achieved a 100% CSAT, and we saw increases SDOH screenings of patients by as much as 52%, and also saw a sharp increase in the number SDOH-related ICD-10 codes being logged. I’m proud of this project because we were able to deliver significant user value with a smaller development effort, help practices better meet regulatory needs, and help improve health equity for patients.
Dealerware
Daily Manifest
I spearheaded the redesign of our mobile app's landing page and primary workflow of vehicle reservation and user contracting. This addressed the critical challenge of slow, complex operations for service advisors, especially during rush hours. Not only did this impact their efficiency, but service advisors are often rated by their CSAT scores which can drop significantly if users have to wait because the service advisor is backed up.
My process involved extensive user research including on-site contextual inquiry and two rounds of user testing (concept and usability). I focused on balancing information density with scannability and streamlining multi-step tasks to significantly improve the speed and ease of reservations. The result was improved daily operations for thousands of service advisors. They were happier that they could spend less time staring at their phone or jumping back and forth between the phone and the desktop. At the dealership level, we saw more optimized fleet utilization and overall higher revenues.
Design Lead
In my time at Dealerware, I was responsible for the entire mobile experience, as well as leading design for web. I also led work on our design system. I helped our head of design establish team processes such as critiques and design QA to improve design quality and improve design-development efficiency.
Babylon Health
Patient App Overhaul: Appointment Booking & Post-Consult Summary
I helped lead the launch of the Babylon telehealth app in the US market. I strategically led the redesign of Babylon Health's core patient-facing experiences, adapting the UK product for the complex US healthcare market. This includes an overhaul of the core appointment booking flow to be more streamlined and effective. I also led the redesign of the post-consult summary to prioritize urgent and actionable medical information and increase clarity. This comprehensive effort significantly improved patient satisfaction and engagement with their vital health information.
Provider Portal
I led the adaptation of the clinician web portal, redesigning it to be fully responsive at narrow widths (down to 400px). While responsiveness is always good practice, this was essential for clinicians who needed to simultaneously operate the portal alongside a third-party EHR due to US regulatory requirements. This resulted in clinicians optimizing their workflow and enabling a better user experience, especially given the huge spike in telemedicine appointment volume due to COVID-19. I also created a picture-in-picture browser extension to give clinicians an alternative way to simultaneously view the patient and their visit notes.
Design System Revamp
I joined the design system team for a project to lend my accessibility expertise and lead a comprehensive audit and redesign of our design system components to meet or exceed WCAG AAA standards. This also ended up including merging our component libraries for iOS, Android, and web, to have a single, consistent, cross-platform, (and accessible of course!) library.