THE CHALLENGE: Support the company shifting from 23 years of R&D / clinical trials to commercial operations, with no existing technology to support key business workflows.

THE SOLUTION: I led the design, development & delivery of OCS Connect™ – a first of its kind, HIPAA-secure, web responsive & native iOS enterprise software platform supporting TransMedics’ National OCS™ Program (NOP) in delivering thousands of donor organs to transplant centers each year.

THE RESULTS: Supported the company’s rapid growth, scaling from 50 users to 600+, enabling seamless coordination across an expanding dispersed team and discerning customers. Introduced software-led features that accelerated team mobilization for donor organ transplant missions upon case initiation, reducing upfront coordination/response time more than 50%. This software platform quickly became relied on to support all day-to-day NOP operations, responsible for 95%+ of annual revenue and YoY growth of 118%.

THE CHALLENGE: Enable a truly innovative Class III medical device — TransMedics’ Organ Care System (OCS™) — with a missing critical capability: cloud connectivity and remote monitoring. Doing so will greatly aid a clinical field team that is rapidly growing, and more effectively support the onboarding/training process for a device that is difficult to master.

THE SOLUTION: Piggyback on an existing secure BLE connection to communicate with a companion iPad, which will provide cloud connectivity and a streamlined interface for remote monitoring on mobile to facilitate more efficient oversight of field clinicians.

THE RESULTS: This project is still in-progress and awaiting completion of V&V and regulatory review as a software accessory.

THE CHALLENGE: create a product in Aetna’s portfolio that would be more explicitly proactive for its members. Meaning, instead of reacting to a member’s health issue (and related insurance claim), how might we create an experience that incentivizes members to build healthier habits so they get sick less?

THE SOLUTION: Attain by Aetna – a sensor-based health, activity & rewards iOS and Android experience. Attain combines user health history with wearable data to offer personalized goals, achievable actions and rewards with the goal of driving behavior change to improve overall user health. In Attain, users earn points for their health interactions that can then be redeemed for gift cards or their monthly Apple Watch payment.

Originally designed and developed in direct collaboration with Apple, as Aetna took direct and total ownership of the application I was tasked to build out a dedicated product design team to support our iOS roadmap, while also scaling the app to Android.

Our team leaned into optimizing key features like Healthy Actions: easy-to-digest tips deployed via daily content cards that promoted techniques for improving healthy habits related to sleep, nutrition, mindfulness and activity. We also could directly serve more personalized clinical content based on an individuals user's medical history.​​​​​​​

We also designed and delivered Streaks and Badges: giving our users encouraging, daily motivation for achieving higher activity and competition with their past selves, as well as seasonal competitions where users could team up and compete against each other.

THE RESULTS: I developed a scalable, cross-platform design strategy, and built out a dedicated design team of UX / UI Designers, Content Strategists and UX Researchers to deliver that strategy, ultimately achieving a 4.7-star rating on iOS and launching the app’s first-ever Android version that reached a 4.0-star rating within 6 months. We optimized overall user engagement for Attain, achieving 25% Daily Active Users (DAU), 41% Weekly Active Users (WAU), and 51% Monthly Active Users (MAU). We maintained a 64% six-month retention rate and a 14% increase in calories burned for sedentary users, facilitating a nearly 2:1 ROI through $17 per user per month in medical cost savings by fostering positive behavior change.

THE CHALLENGE: augment the Aetna Commercial Sales team’s ability to more effectively engage prospective customers by tangibly demonstrating how the depth & breadth of Aetna member services can support a customer’s employee base.

THE SOLUTION: Panorama by Aetna – an immersive digital product experience, built to be a self-service, customizable tool utilized by Aetna's Sales agents to configure custom presentations that showcased member personas leveraging actual employee demographic data. The tool allows sales agents to share a narrative with compelling visuals that demonstrates to prospective customers the benefits their employees will experience having Aetna as their insurer.

The Sales team had the option to include a customizable landing page as a ‘cover page’ when sharing the presentation with customers following the live meeting.

HOW WE DID IT: developed interactive design prototypes to sell the vision to executive management, assemble a dedicated cross-functional product team (led by me) to design and develop a MVP, and shadow the Aetna Commercial Sales team as they began utilizing the tool in client pitch meetings .

THE CHALLENGE: Empathy for the end user couldn’t be more important in health care. My team @ Aetna was challenged to find a way to help CVS and Aetna executives more genuinely walk in our members’ shoes: witness and be able to more directly relate to the day-to-day health care challenges from a member’s perspective, in order to more effectively identify ways Aetna can do better for our members.

THE SOLUTION: Introducing The Path to Better Health – an interactive game that brought various Aetna member experiences to life, via a combination mix of interactive video and audio, augmented with a physical board, and a digital tablet “Game Master” companion. It’s a journey through the day-to-day challenges of four unique member personas, demonstrating how different decisions and circumstances affect their perception of and experience with Aetna.

THE RESULTS: formal pledges from 197 Aetna executives to work even harder to measurably improve the Aetna member experience. Along with an ask to roll out access to the game to all 50,000+ Aetna employees… to ensure that everyone is working to help Aetna’s members on their path to better health.

My CenturyLink / native mobile app redesign

My XD team @ Arnold partnered with CenturyLink's internal UX & App Product team to overhaul and redesign their customer account management native mobile app experience.  With more than 6 million customers but only ~180K downloads to date, and a couple initial rejections from Apple for a rudimentary, difficult-to-use experience, our efforts focused on establishing a more modern look and feel and pushing more personalization & true utility into the experience.  

With location-based custom animated weather greetings on app launch, and more embedded self-help video & service content, our goals were to drive aggressive adoption growth.

My team owned the UX/UI Design & HTML/CSS Development for this project, handing off clean front end code to CenturyLink's internal Dev team for integration & deployment via ionic.

As Barclays looked to expand their business and enter the retail banking category, they sought my XD team's help at Arnold to craft a vision for what their brand's version of "the future of banking" might look and feel like.

We inherited the bones of a partially defined mobile banking app experience and set about aiding their internal Design team in crafting a clear, cogent and compelling presentation of it to Barclays C-suite stakeholders.

- PUR

PUR was searching for new ways to tangibly show consumers the value of their water filtration products. We recommended personalizing that message by creating an experience that let users see exactly where their home’s water comes from and how it’s treated throughout its journey to their tap. I led our team @ Arnold in the design and development of a 3JS responsive site experience fueled by the largest searchable database of water quality data available in the U.S.  Users input their address and received an interactive report that detailed the source, treatment facility and contaminant report for the water coming to their address.

- Carnival Cruise Line

Away We Go with Carnival, Carnival's branded blog, has been helping generate cruise consideration with prospects since my team @ Arnold helped launch the platform in 2014.  

Building on the insight that lightly sponsored influencer content does deliver increased consideration for the category and the brand, our team wanted to find new ways to enable vacation daydreaming with consumers not currently shopping for a vacation.  

This video prototype concept was developed via found footage and received rave reviews from Carnival's CMO & senior marketing team.

- Carnival Cruise Line

Led the concepting and sell-in to Carnival Cruise Line for leveraging VR & 360 video technology to provide cruise rookies an immersive means of trialing a cruise vacation experience.

The website experience is designed around a choose-your-own-adventure UX approach and was one of the first browser-based experiences to combine 360 video with interactive CG hotspots.

We launched this via Facebook and YouTube; the former driving almost 3 million in-feed views with a 19% interaction rate.

The site experience we created won "Site of the Day" by AWWWards.