Healthcare Enrollment Application
Summary
This project involved modernizing a fragmented federal healthcare enrollment system that supported multiple user groups and complex workflows. The challenge was understanding operational processes, reducing friction, improving usability, and creating scalable patterns that could support long-term platform growth within a highly regulated environment.
My Role
The goal was to redesign the experience in a way that improved efficiency, reduced errors, simplified workflows, and created a scalable foundation for future platform growth while still operating within technical and compliance constraints. I led product design across the initiative, partnering with product managers and engineers to define requirements, shape workflows, and deliver a fully functional product from concept to launch.
Approach
One of the first things I focused on was understanding the current-state workflows because the issues were bigger than just UI inconsistencies. Different user groups were navigating fragmented processes, relying on workarounds, and experiencing friction across critical tasks. I:
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Conducted discovery sessions with stakeholders and users to identify workflow breakdowns
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Mapped current vs. future state journeys to uncover inefficiencies
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Defined requirements and collaborated with product to prioritize features
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Balanced usability improvements with technical and compliance constraints
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Facilitated usability testing to validate design decisions
Solution
Designed a streamlined experience that consolidated fragmented workflows into intuitive, role-based user flows. Introduced scalable UI patterns and contributed to a design system to ensure consistency and accessibility.
Impact
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Improved user efficiency by simplifying complex workflows
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Reduced errors and friction across critical tasks
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Delivered a scalable foundation for future platform growth
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Ensured full 508 compliance across the system
