As Director of Product Experience, I led the end-to-end redesign of UHC’s Virtual Care platform to drive member engagement, streamline care access, and improve clinical outcomes across digital channels.
Business Case:
UnitedHealthcare needed to transform its fragmented virtual care journey to reduce drop-offs, increase provider match completion, and align with clinical, legal, and technical requirements — all while serving a member base of over 28 million.
Challenge:
- The legacy flow created barriers to care:
- 38% drop-off before provider selection.
- Dense, confusing legal copy.
- Overwhelming provider listings with limited filters.
- Static, uninformative waiting room experience.
Solution:
We delivered a simpler, smarter, and more human-centered experience:
- SSO-enabled access with rapid identity verification.
- Bullet-style consent and redesigned HIPAA/legal UX.
- Conversational intake + intent-based provider matching.
- Personalized waiting room with visit status, wellness tips, and care tools.
- Cross-platform design system for consistency and faster development.
Impact:
- Increased provider selection by 60%
- Reduced drop-off rate by 45%
- Boosted member NPS from 40 to 73 (+82%)
- Improved development speed by 30% via reusable UX patterns
As Lead Product Experience Manager, I led the end-to-end UX strategy for a next-gen Liquidity Assessment platform used by global finance teams.
Background:
J.P. Morgan’s Liquidity Assessment Unit needed a modern solution to visualize, customize, and act on complex liquidity risk data across $100B+ in managed assets.
Solution:
We designed a modular UI framework featuring real-time dashboards, editable report viewers, and user-personalized widgets. The system enabled analysts to surface insights faster, reduce manual dependencies, and flag anomalies earlier.
My Role:
I led UX strategy, collaborating with an Information Architect, Visual Designer, and 4–6 engineers. I drove stakeholder alignment across risk, compliance, and tech — from wireframes to production. My team conducted user research, ran usability sessions, and built scalable interaction patterns for risk visualization.
Impact:
- Reduced analysis time by 40% through intuitive data drill-downs
- Increased adoption by 60% within 3 months of rollout
- Delivered a reusable design system for risk and reporting products across the firm
As Director of UX, I led the responsive redesign of Discover’s Student Loans public website to improve the mobile and tablet application experience while preserving the high-performing desktop flow. The initiative modernized the loan application journey for mobile-first users and drove measurable engagement gains.
Business Case:
Discover aimed to improve the accessibility and completion rate of its student loan application by enabling responsive support for mobile and tablet users—without rebuilding or disrupting the core desktop experience.
Challenge:
Redesign for responsiveness across all device types while maintaining the integrity, compliance, and performance of the established desktop layout.
Solution:
I led a cross-functional team of 6 to:
- Re-architect the loan application experience using mobile-first UX patterns.
- Implement scalable UI components and responsive layouts.
- Adapt form design, navigation, and content for smaller screens.
- Preserve legal copy clarity and align with financial compliance standards.
Impact:
- Delivered fully responsive student loan application flow across devices.
- Preserved 100% of desktop layout and conversion metrics.
- Increased mobile application engagement by 24%.
- Reduced responsive dev cycles by 30% through modular, reusable design.
As UX Lead, I directed the end-to-end experience design for a suite of iOS and Android mobile apps, converting complex web-based financial tools into intuitive mobile platforms. I collaborated with globally distributed teams to deliver seamless, high-utility tablet and smartphone experiences across iPad, iPhone, and Android.
Business Case:
A major financial institution needed to bring its key internal and client-facing web applications to mobile platforms, improving accessibility and utility for on-the-go users without compromising functionality or security.
Challenge:
Reimagine and condense dense, data-heavy web interfaces into mobile-friendly workflows across multiple device types — all while maintaining usability, regulatory compliance, and platform consistency.
Solution:
I led UX across several mobile app initiatives, working closely with:
- Information Architects and Visual Designers to redefine content hierarchy.
- Onshore and offshore development teams to align on mobile platform constraints.
- Business stakeholders to ensure goals translated into user-centric features.
Key deliverables included:
- Interaction design systems adapted for iOS and Android.
- Tablet-first layouts for dashboards, approvals, and transaction tools.
- Platform-specific navigation patterns and accessibility compliance.
Impact:
- Delivered 6+ mobile apps across iPad, iPhone, and Android.
- Improved app usability and task efficiency across key user workflows.
- Accelerated adoption of mobile tools by business users and client teams.
- Created a reusable design framework for future mobile application rollouts.
As VP of Product Experience, I led the redesign of Pangea’s cross-border money transfer app to improve user retention, differentiate in a competitive fintech market, and streamline the end-to-end transaction flow for global users across mobile devices.
Business Case:
Pangea aimed to modernize its core remittance platform with a user-first approach that balanced conversion, compliance, and visual differentiation from established competitors like Western Union, Remitly, and Xoom.
Challenge:
Design a simple, fast, and modern experience for mobile-first users with varying tech literacy, across geographies, devices, and accessibility constraints — all while meeting financial regulations and internal KPI targets.
Solution:
I directed a cross-functional product and UX team to:
- Conduct user interviews, competitor benchmarking, and heuristic audits.
- Redesign the send flow using mobile-native patterns and real-time validation..
- Simplify KYC/document upload with smart prompts and auto-capture logic.
- Build an accessible design system to ensure compliance and scalability.
- Collaborate across product, compliance, and engineering to ensure rapid iteration.
Impact:
- Increased transaction completion by 21%.
- Boosted customer retention by 3.6x.
- Reduced time-to-transfer by 18% through UX streamlining.
- Launched a scalable product foundation supporting future roadmap (chat UX, loyalty, etc.)
As Director of UX, I led the redesign of Discover Bank’s mobile technician support app, aligning it with Android Material Design principles while optimizing for hands-free usability in field service contexts. The update improved accessibility, streamlined workflows, and modernized the interface without disrupting critical service tasks.
Business Case:
Discover needed to evolve its internal mobile support tools to reflect modern Android UX standards and enhance usability for technicians operating in high-compliance, hands-on environments where minimal screen interaction was critical.
Challenge:
Design a mobile app experience that minimized navigation complexity and allowed technicians to perform tasks with limited touch input — all while meeting accessibility and enterprise security requirements.
Solution:
I led a phased design and rollout approach:
- Phase 1: Delivered an ADA-compliant, tap-efficient interface tailored for quick task access.
- Phase 2: Conducted contextual research with field users to validate usability in real-world repair scenarios.
- Phase 3: Integrated Material Design components, micro-interactions, and user feedback into the final production release.
Worked closely with mobile developers and compliance to ensure alignment with platform capabilities and internal standards.
Impact:
- Reduced screen interaction time per task by approximately 18%.
- Improved technician task success rate by 12%, based on usability testing.
- Increased app satisfaction score by 22%, as reported in post-launch surveys.
- Laid the foundation for Material Design adoption across future internal Discover mobile tools.
As UX Lead, I led the mobile transformation of multiple internal web-based applications, designing native experiences for iPad, iPhone, and Android devices. This initiative expanded access for enterprise users while modernizing legacy tools into efficient mobile workflows.
Business Case:
The institution needed to extend key operational tools to mobile platforms to support a growing base of remote and field users, without compromising security, usability, or platform consistency.
Challenge:
Redesign complex, data-heavy desktop workflows into intuitive mobile experiences, tailored for different operating systems and screen sizes, while ensuring alignment across distributed teams and strict enterprise standards.
Solution:
- Designed UX for multiple tablet and smartphone applications.
- Collaborated closely with Information Architects, Visual Designers, and mobile dev teams.
- Adapted interfaces for iOS and Android, applying platform-specific interaction models.
- Worked with onshore/offshore teams to ensure design intent and delivery consistency.
- Focused on scalable UI frameworks, touch-friendly navigation, and enterprise-grade usability.
Impact:
- Successfully launched mobile apps across iOS and Android for key internal tools.
- Improved accessibility and productivity for remote enterprise users.
- Established a reusable design approach that accelerated future mobile initiatives.
As UX Lead, I designed a mobile health and fitness app from the ground up, focusing on ease of use, personalized tracking, and user motivation. Working with a junior IA and visual designer, I delivered a clean, intuitive interface grounded in real user insights gathered from both internal stakeholders and external testers.
Business Case:
A growing wellness startup aimed to launch a mobile-first product to help users track their fitness goals, monitor progress, and stay engaged with their health routines—competing in a crowded but opportunity-rich digital health market.
Challenge:
Design an accessible and engaging experience that could support a range of user fitness levels and technical comfort, while promoting long-term app usage through simplicity, clarity, and personalization.
Solution:
- Conducted participatory design sessions and interviews with both company employees and members of the local fitness community.
- Created user personas and journey maps to define core needs and motivational triggers.
- Designed wireframes and prototypes focused on frictionless data entry, progress visualization, and personalized goal setting.
- Collaborated with a junior information architect and visual designer to align information hierarchy and visual aesthetics.
Impact:
- Delivered a fully designed MVP ready for development within eight weeks.
- Positive usability testing outcomes, with 90% of users completing key flows without assistance.
- Established a scalable UX foundation to support future features like wearable integration, social challenges, and push-based reminders.
As UX Lead, I designed a mobile-first retail payments app for iPhone and Android, simplifying the card payment experience for consumers through intuitive interaction patterns and a reduced step count. I collaborated closely with an information architect and visual designer to tailor the design for both platforms while maintaining a unified user experience.
Business Case:
A major financial institution sought to expand its payment processing capabilities into the consumer market by launching mobile apps that enabled fast, frictionless card transactions for retail users—directly competing with emerging digital payment tools.
Challenge:
Create a seamless and consistent experience for both iOS and Android users, simplifying the payment flow compared to competitors while accommodating differences in platform behavior, interaction standards, and user expectations.
Solution:
- Designed an intuitive, streamlined payment flow with fewer screens and interactions than competing apps.
- Adapted UI and interaction models for iOS and Android while preserving a unified brand and feature set.
- Focused on accessibility, error reduction, and speed of transaction completion.
- Partnered with visual and IA teams to align hierarchy, aesthetics, and usability across platforms.
Impact:
- Reduced steps in the payment process by 30% compared to leading competitors.
- Delivered a dual-platform design system ready for native development.
- Enhanced user confidence and task completion in usability testing.
- Established a scalable UX approach to support future features like loyalty, digital receipts, and NFC integration.
As UX Lead, I designed an innovative Google Glass application to support hands-free electrical repair workflows. The solution empowered technicians to complete critical tasks using voice interaction, enhancing efficiency, safety, and task accuracy in high-intensity field environments.
Business Case:
Technicians needed a more efficient way to execute on-site maintenance without being constrained by handheld devices. The workflow included accessing a workbook, entering the facility, scanning devices, identifying faults, completing repairs, and submitting maintenance reports—often while using both hands.
Challenge:
Enable a fully hands-free experience for field technicians performing complex electrical repairs, where traditional mobile interfaces were impractical or hazardous due to the need for continuous physical engagement.
Solution:
- Designed a voice-activated application for Google Glass that enabled technicians to navigate workflows, log issues, and submit reports entirely via voice commands.
- Integrated real-time fault recognition and scan-triggered prompts to support proactive repair detection.
- Prioritized visual minimalism and audio feedback to reduce cognitive load and distraction during repair tasks.
- Collaborated with engineering and field testing teams to validate usability in live service environments.
Impact:
- Enabled 100% hands-free task execution for high-risk maintenance operations.
- Reduced average repair task time by 20% through streamlined, uninterrupted workflow.
- Improved field technician satisfaction and accuracy based on pilot testing feedback.
- Pioneered a wearable UX model for future AR-based support tools.
Standardized templates are used for wireframe decks. At times, they are personalized for businesses at their request.
Detailed annotations for each UI screen are provided as part of the UX delivery document which is used by the development team. The final document contains all UI related aspects such as display fields, error handling interactions, tool-tips, interaction workflows, visual highlights / themes, etc.
