• Strategic Planning & Execution

• Product Design

• Cross-Functional Leadership

• Training & Development

• Value Proposition Testing & Validation

• People Management

• Healthcare Operations

• Product Strategy 

• Service Design

• User Research

• Multi-Channel Experiences

• UX Team Leadership

• Lean, Agile & Scrum

• Capacity Planning

• Roadmapping  

Oct-2023 to Present

Founder and CEO

Haven is a comprehensive headache and migraine center that connects you to professionals, treatments, and empowers you with a roadmap to relief.

Oct 2021–Oct 2023

Senior Design Manager, Product & Service Design

Direct a team of 7 designers across 3 business units, designing tools that assist in delivering patients care – building out internal CRM and EHR platforms to scale offerings that combine 15 internal products into one surface and evolved internal service design to meet patient needs.

Reports: 7 Direct •  Cross-Functional Leadership  •  Strategic Planning & Execution  •  Operational Efficiencies  •  Cost Reduction

Built a product and service design team, including recruitment and hiring, onboarding and training, and executing ongoing performance management and development initiatives. Key OKRS Owned; Oversee the cost of goods and set a strategy for reducing operational expenses by 28% in 11 months and increase profit. Investigated high-actuarial risk patients to identify opportunities to reduce the cost of claims and increase ROI by 18% in 1 year. Supported new in-person care offerings, working to deliver care in the home or in office, scaling to five US metro areas in 2023.

Lead creative direction for combined EHR, CRM, and ticketing product for all of hinge healths providers (coaches, PTs, NPs, and MDs)  product. Uncovering and prioritizing new opportunities for cost reduction and increased provider/member satisfaction. Collaborate with the engineering and product teams to create user-centered products. Pushing peers in engineering and operations toward forward-thinking products to decrease cost and increase revenue. Serve as an SME for healthcare within the organization – assisting with network or provider strategy, creating sales assets for products, and bringing expertise in clinical delivery to help translate what clinicians need in from the product org.

Selected Highlights:

• ·Slashed the cost of goods by 28% over 11 months and increased patient and provider satisfaction by setting a strategy to reduce costs by merging 15 tools into 1 active product for the clinical team,

• Migrated the entire workforce to a prioritized workflow, allowing clinicians to interact with patients in a streamlined and efficient manner – lowering the mental burden of selecting and improving patient and provider satisfaction reducing SLAs and lead times.

• Developed improved planning and road-mapping processes, increasing overall R&D team satisfaction by up to 80% and revitalizing an underperforming team into the highest-performing team within R&D.

• ·Skyrocketed ROI for high-risk members by 18%, of 12 months increasing the number of expert medical opinions from 5 to 100 per month.

Jan 2020 - Oct 2021

Design Manager, Product & Service Design

Led a team creating human-centered processes and internal products that enabled patient experiences & drove efficiencies for 550+ front and backstage operations team members.

Reports: 6 Direct • Strategic Planning • Roadmapping • Policy Engineering • Cost Mitigation •  Product & Service Design

Created vision for future internal products and service designs focused on cost savings opportunities across preproduction and production pharmacy. Executed a set of design graphics – mapping inefficient processes and partnering with the product and data sciences teams to quantify each opportunity in terms of cost savings. Overhauling failing teams, building a new team of 6 high-performing designers, and establishing recruitment, onboarding processes, performance management, and career development processes to increase team satisfaction and outputs.

Selected Highlights:

• Identified inefficient processes and implemented a streamlined cost structure that reduced costs by 50%, with a plan to reduce costs by another 25% in 2022.

• Identified inaccurate prescription inventory data, building a new inventory management and fulfillment platform from the findings that increased accuracy to 99.9% and decreased canceled shipments due to out-of-stock products by 99%.

• Increased productivity by 10% for front-end developers and designers while increasing product quality by building a design system function for both internal tools and patient applications.

• Hand-selected to serve as the intermittent co-head of design for 6 months, working directly under the founders to lead and enact change within the division.

Aug 2018 - Dec 2019

Design Manager, Employer Experience & Plan Operations

Managed a design team across employer/channel experiences and health plan operations product teams, responsible for keeping 40 engineers productive on complex products.

Reports: 3 Direct & 2 Indirect | Product Design | Strategy & Vision Setting | Executive Partnerships | User Experience

45th employee (second product designer) within the organization during a period of rapid growth, growing up to 550 employees and serving 250K insured lives – building an insurance company from scratch, working across member, payer, and internal operations experiences. Led the largest investment in software in company history while building a new medical claims processing tool. Oversaw claims analytics tools, including broker and employer-facing tools that delivered insights based on claims data to assist in decision-making and cost reduction initiatives. Lead all of 0-1 initiatives over the first 4 years at Collective.

Conducted user research with a wide range of clients, including Directors of Benefits, CFOs, HR leaders, and brokers and consultants. Drove strategy and roadmap for the product portfolio through deep user insights and systematized marketing and operations data.

Selected Highlights:

• Secured patent for the claim adjudication engine and user interface, including 9 of 21 patent claims attributed to design.

• Reduced manual work by 50%+ and reduced time spent on manual work by 49% through the claims tool, allowing the organization to reduce future head count for the following year while expanding gross margin and total addressable market.

• Reduced 1K page claims data reports to a single dashboard by partnering with actuaries to identify best practices for displaying claims data, ensuring accuracy to discover insights, and showcasing data to clients programmatically.

• Served as the go-to resource and SME across the organization on member, product, and user experiences.

Oct 2016 - Aug 2018

Design Lead, Interaction & Service Design

• Lead design efforts to build internal claims processing tools and work with cross-functional teams to meet user and business needs

• Built digital tools and service processes that helped to achieve and maintain a member experience net promotor score of 76 (industry average is 8) while cutting employers' medical trend to .1% year over year, when the industry average is 5% for the same period

• Planned and managed day to day work of junior and senior-level designers working on my teams

• Ran and managed an intern program

March 2015 - Oct 2016 

Senior Designer,  Interaction & Service design

• Designed Collective Health's first version of the mobile app, healthcare spending accounts, and internal administrative tools

• Constructed a messaging strategy to enable paperless health coverage and the registration process that led to 70% of households adopting our digital tools and resulted in 22% increase of monthly active users

• Created design infrastructure including personas, design principles, and research process

Interaction Designer — Sept 2013 - March 2015

• Built service and customer experience offerings

• Co-wrote and taught first 2-day service design course for Cooper’s educational offering

• Designed user interfaces for clients in a variety of industries, including consumer
  financial services, HR software, data analytics, healthcare, and education verticals

• Conducted formative design research in a variety of work and home settings

• Modeled target personas and scenario

Experience Designer — Oct. 2011 - July 2013

• Designed iPhone, iPad, and web applications for clients in healthcare, banking, private
  wealth management, and regulated manufacturing

• Conducted field and desk research

• Modeled and promoted service design approaches to improve project outcomes and inform sales

Service Design Intern & Contractor — April - July 2011

• First service designer on medical systems team, charged with installing and demonstrating service innovation processes

• Created and facilitated service design workshops to teach service methods and expose new service opportunities

• Designed and ran co-design sessions to test new service evidence for Philips Lifeline

• Prototyped new touchpoints and developed release roadmaps for meeting service experience and business goals

Experience Design Intern — June - Sept 2010

• Crafted strategy and initial concepts for financial media mobile app ecosystem

• Designed a service ecosystem for an outpatient chemotherapy support service to improve patient outcomes

• Created design documentation including wireframes, service blueprints, service ecologies, experience prototypes, a final concept video, and a capstone brand personality workshop, to move the project forward to the next stage

Interaction Design Intern — June - Sept 2009

• Created design documentation for Fortune 500 clients

• Designed wireframes for enterprise level web applications

• Contributed to design strategy development for clients

• Assisted in facilitation of design studio workshops and the creation and execution of usability testing protocols

• Conducted research on collaboration tools to support current business practices