I tackled design, documentation and training support to modernize United Healthcare’s internal FOX application. I also boosted morale with relentless optimism, GIFs, and cold brew.

Summary

I originally joined UHC's UX team to design 85+ original screens as part of an internal software modernization effort. This required analyzing features so they fit scope; independently meeting SME's to discern user wants vs. needs; observing user testing and distilling feedback; and building development-ready wireframes. I was also responsible for writing specifications and feature documentation in Confluence as part of our collaborative hand-off to the development team. 

My efficiency designing these original screens freed up time to tackle our backlog, so I volunteered to overhaul our design system's typography and components (exceeding accessibility standards), and created a dark mode layout for several core screens.

To further support colleagues as they began using the new UI, I led a presentation on mental models and other neuroscience-based UX practices. Managers stated this actively reduced the pressure users felt going into training sessions, and allowed for realistic expectations of process improvement.