projects
Chronic Care Management Services
In 2022, athenahealth launched a new service offering: our nurses and patient engagement specialists provide chronic care management (CCM) services directly to patients as an extension of our provider clients. UX partnered closely with the CCM Services team to bring our experience strategy expertise to a new operations team, as well as advocate on their behalf for R&D investments that would unblock them from reaching their 2023 goals. Reach out to me for the password to the case studies below.
CCM Service Design Management: service blueprinting and documentation, de-risking and prioritization, visual & content design >
CCM Services Product Design: rapid, iterative workflow definition and design delivery >
Care Gaps and Patient Risk (athenaPayer)
In value-based care models, healthcare payers (insurance companies, Medicare, and Medicaid) reimburse practices differently based on many factors including care gap closure (quality performance) and patient risk (evaluated primarily by population demographics and disease burden today). Payers may also have more holistic data about a patient’s healthcare journey and utilization based on insurance claims. If payer data is seamlessly integrated into clinician workflows, providers and their staff can use data from payers to:
Provide patients with the care they need, per established clinical best practices
Focus their resources on the patients who need the most care
Manage and coordinate patient care between members of a care team
Get appropriately reimbursed for the care they provide while minimizing administrative burden and data overload
This line of business is a key part of athenahealth’s shift to better support value-based care. The company received a KLAS Points of Light Award in 2022 for this work. Reach out to me for the password to the case studies below.
Care Gaps: discovery research and visioning, workflow and information architecture, interaction design and delivery, evaluative research >
Patient Risk: discovery research and visioning, workflow and information architecture, interaction design and delivery, evaluative research >
Manufactured Housing
Manufactured housing (MH) is a key part of Fannie Mae's affordable housing strategy. We built a partnership with the Single-Family Affordable Housing team, where we developed a foundational understanding of the MH industry and evaluated their existing MH products for additional opportunities. Below, find two case studies of my team’s work in the MH space.
Manufactured Home Buying Process: discovery research, process mapping, stakeholder mapping >
Homebuyer Education
Fannie Mae sees quality homebuyer education (HBE) as crucial for sustainable homeownership. With our Single-Family Affordable partners, we researched the current process of providing HBE and evaluated five competitive HBE courses in order to improve borrower and lender experience alike.
Below, find case studies on two of our projects in the Homebuyer Education space.
Homebuyer Education Lender Research: discovery research and prototype testing >
Homebuyer Education Competitive Product Analysis: heuristic evaluation >
Design Education
Our design team launched the Design Thinking Academy to spread and enable design thinking across the enterprise. We used our human-centered design methods to better understand participants’ motivations and experiences in order to identify opportunities and provide recommendations for improvement.
Design Thinking Learning Experience: discovery research, journey mapping, service blueprinting >
Enterprise Innovation
The Enterprise Innovation Team functions as a start-up studio within the larger Enterprise. Each project needs to pass key “stage gates” in order to continue to get funding. My team developed a partnership with the EIT, providing design strategy and UX design support. I created user flows and wireframes for a consumer-facing mobile app. I also conducted usability testing and interviews for personas for an internal web-based product. Unfortunately, I cannot share more details of this work here, but please reach out if you’d like to learn more.
COVID-19 Innovation Sprints
As the COVID-19 pandemic began to impact the economy, our business partners in affordable housing quickly realized that Fannie Mae had a role to play in sustaining homeownership. In addition to forbearance programs and ramping up consumer awareness programs, our partners asked us to lead three innovation sprints to help Fannie Mae reach historically underinvested communities with targeted support.