I developed a process for analyzing user feedback that helped our team identify high-value features, catch and fix production bugs that were directly affecting users, and track the success of releases.
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When we transitioned users to a new appointments portal, monthly users jumped from 500,000 to nearly 1 million. Customer satisfaction scores increased from 56% to 75% during that time, with new users responding most positively.
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During usability testing, participants loved the simplified view of their appointments. They appreciated how clearly the sections were labeled, and how easily they could find what they needed. And when an influx of new users started using the tool, positive feedback significantly increased.
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My service map of a complex notifications ecosystem gave our business partners a clear path to advocate for systemic change.
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I developed an accessibility checklist to test all the changes we put in front of users.
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I improved the usability of a staff-facing tool for processing insurance claims, contributing to a 30% faster case processing workflow.
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