I was hired at Centene Corporation in March 2020 as a Principal Technical Architect over the Cross Channel Experience Design team. This team was comprised of UX research, UX design, development, analytics, accessibility, and product management for the cross-channel project. The goal of this team was to ensure that customer interactions were consistent and intuitive across channels from phone to IVR (chatbot) to website to app.

In my first 90 days I accomplished a wide array of initiatives that showcased my ability to rapidly adapt and deliver impactful results, even during the early days of the COVID-19 pandemic. I embraced the challenges presented and leveraged my diverse skill set to address immediate business needs while setting the stage for longer-term improvements.

  1. The First COVID Tracking and Testing App: I was the designer who created solutions to help providers offer better care to members. I quickly developed a clickable prototype for a test kit scanning and registration app, which evolved into a fully functional mobile-friendly web app that provided the ability to track testing and tracking COVID-19 exposures. This app streamlined the process for members and providers, ensuring smoother operations during a critical time.

    Several screens of a COVID testing iPhone application. Screens from the provider COVID application.

  2. Jabra Headset Initiative: With call center agents working remotely for the first time, I led efforts to demonstrate the value of investing in Jabra headsets. I presented an in-depth cost-benefit analysis that showed how the new headsets could increase agent productivity, save time, and improve call quality. This initiative was instrumental in gaining approval for the purchase of these headsets, enhancing the remote work experience for agents.

    A slide that shows how the Jabra headsets would pay for themselves.

  3. ConnectToCareJobs.com: I designed and developed the first platform to connect healthcare facilities with workers. I designed and implemented a user-friendly website and online registration system with a backend database that supported the search and filtering of worker and facility registrations. I ensured the website had comprehensive functionality, including volunteer and PPE management capabilities, which was crucial in responding to the pandemic.

    Connect to Care

  4. Broker Journey & Personas: while working on revamping the Billing and Payments processes, I mapped out the broker journey, creating personas to streamline onboarding and enhance the overall broker experience. I identified pain points, such as the need for multiple logins and the fragmented state of available resources, and proposed solutions like a unified portal for brokers, which would simplify their workflow and improve customer service.

Throughout these projects, I demonstrated my ability to manage complex initiatives from concept to execution, using my skills in product development, user experience design, and data analysis. My adaptability allowed me to quickly pivot and deliver solutions that addressed both immediate challenges and long-term goals, all while working remotely during a global pandemic.

These accomplishments highlight my ability to deliver results in a short timeframe and underscore my capacity to drive innovation and optimize processes in dynamic and high-pressure environments.

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