Role Overview
As a UX advisor, I help project teams discover the right problem, and then solve the problem the right way. This means as projects move through their lifecycle, I support the team by using UX research to guide and validate design decisions. I specifically work on the scheduling and MyChart builder (Epic's webpage builder) teams.
Scheduling through MyChart is one of the most sensitive and user-critical features—so it's crucial to ensure that patients can book, cancel, and manage care smoothly. MyChart Builder expands my influence beyond the app to how health systems present themselves online—improving access to care through customized digital front doors.
My Process
I can be involved at many different points throughout a project or even smaller, ad-hoc development, but I like to insert myself early and often.
Step 1:
As a new project kicks off, I sit down with the team to map out a UCD plan, trying to answer these high level questions:
What problem are we trying to solve and why?
What are our users' goals when using this functionality?
What information do you need to make design decisions?
Is there existing research we can leverage?
The UCD plan is a living document that project teams are responsible for referencing and updating throughout their project. By the end of a project, the team should either have answers to the questions they had surrounding how the feature should function, or be able to explain why the project didn't need those answers anymore.
Step 2:
After I listen to a project team explain their project and its scope, I start translating what they've told me into actionable research methods. An example of what this could look like:
Step 3:
Once I have a solid understanding of next steps, I will facilitate the actual research study. Sometimes a project team loves to be involved themselves and steps in to facilitate.
Step 4:
After a study concludes, I analyze the results and draw insights from everything I've learned. I present these insights to the project team and together we brainstorm action items that are driven by this data.
Rinse & Repeat!
Most of the time, one wave of research is not enough to answer all of our questions. I help project teams iterate on future research studies based on the feedback we've heard and what design decisions are left to make.
Step 5:
After development is complete, I champion the UX research backing the project. To other stakeholders, I am able to speak to why we made certain decisions and the level of confidence that we are releasing high quality features.
Impact
Working directly on projects that are being used by patients around the world has been an amazing, fruitful experience. I'm shaping how millions of people experience healthcare digitally—from scheduling an appointment to navigating a hospital’s website. With my expertise, I strengthen the connection between healthcare systems and their patients, ensuring that design decisions are empathetic, informed, and effective.
My Work
Unfortunately, I can't share specifics regarding the projects I've worked on here. If you want to learn more about these, let's connect!
MyChart Scheduling - Digital Front Door
Provider Finder Cross Promotions
Location Finder Search
MyChart Builder
Site Level Theming
Internal Processes Workshop
Project Processes
