Designing results
I’m a design leader with extensive experience in customer experience, UX research, cross-disciplinary collaboration, innovation, and digital transformation. I inspire teams to provide customer-led, intuitive, digital experiences that drive customer satisfaction, profitability, and growth. I’m a unique combination of digital strategist and product design leader with a track record of delivering exceptional business outcomes.
Building value and trust at Novartis
The new UX research practice I lead at Novartis is performing 116% more research at 76% of the cost in a process that’s significantly closer to the customer. The efficiency, effectiveness, and collaboration we’re realizing is enabling greater investment in medical R&D inspired by the Novartis mission of patient focus.
Re-imagining eCommerce at J&J
I conducted design workshops and UX research at J&J to reframe the problem of low usage and customer satisfaction of their eCommerce platform. The results enabled the adoption of a dynamic and exceptional UX design system for the platform tuned to increase Customer Lifetime Value (CLV) and decrease a high manual ordering rate.
Increasing profitability at Prudential
The product and UX teams I led at Prudential brought $43 million in annual premium and efficiency for the Group Insurance business and created and sustained an eCommerce pipeline for their Associations arm with a 28% conversion to sale rate. For the Retirement business, we created a 250% increase in Ease of Doing Business (EoDB) and a 50% increase to the System Usability Scale (SUS) for their transactional website. In my final months at Prudential, I achieved over $500k in operational efficiencies for the enterprise by designing a UX center of excellence.
Improving outcomes at Express Scripts
Our design team made it much easier for members to enroll, fill prescriptions, compare pricing, and stay healthy; creating lasting customer and business outcomes. Over $2.3 billion in revenue was generated by cumulative innovation efforts during my tenure including cost comparison, automatic refills, and white label. These efforts contributed to Medco’s $29.1 billion valuation and purchase by Express Scripts in 2011.
Achieving growth with lean UX research
Growth is essential for our businesses and it’s important for our careers. The tools to make it happen are at our fingertips. We’re in a golden age of UX research: emerging techniques and technologies are allowing us to gain the good faith of our stakeholders and to achieve real and lasting growth.
Value frameworks
Designers are strategic partners with Product and Engineering, utilizing mental models, methodologies, and value frameworks to help drive profitability and redefine product design. Here are a few I depend on:
OKRs
Objectives and Key Results allow us to set goals, engage employees, and pivot to achieve outcomes.
Jobs to be done
Situational tasks that enable progress in the lives of our customers are the key to product adoption.
Solve for the whole
Pre and post-product experiences can have a higher impact on the customer than In-product experiences.
Efficiency
Design reduces delivery time by 75% and is responsible for 50% fewer defects creating a 300% Return on Investment.
Working Backward
Starting at the end allows us to design what’s most impactful to customers and the business.
Innovation
Design experiments produce options measured by their quality to generate new business models and future growth.