Express Scripts
UX Team Lead
Led cross functional team of designers, content writers, production partners and researchers in creating digital strategies for emails, text messages, and IVR campaigns. Player/coach responsible for final product that provides a holistic, omni channel solution centered on the users experience. Created strategies for print experiences to migrate into digital experiences. Work included discovery, research user testing, and heavy partnership to understand legal implications, back end functionality and constraints (internal and external).
Email Suite: Prior Authorizations
Omni Channel Communications: Email, Text, AOM, IVR
Worked with designers, business owners, product owners, research partners and production to create articulate and cohesive communications based on backend capabilities and front end UX flow and experience.
Email Suite: Lid Sync
Design thinking workshop: Disaster Alerts
Ran virtual design thinking workshops for cross functional teams to come up with solutions for broad and specific digital experiences.
Used Mural to facilitate workshop: 3 sessions, 6 hours, 12 participants, and homework to keep engagement high.
Created set of 3 MVPs as recommended phased solution based on the outcomes of the sessions.
Surveys sent out post-workshop with 100% response rate.
Used feedback to help create best practices for workshops moving forward.
Began with exercises to empathize with our users.
Defined problem statement and refined throughout sessions.
Homework assigned to keep engagement high until the following session.
Ideation and brainstorming based on various homework examples.
Summary of disaster timeline exercises (brainstorming based on Osborn’s Rules).
Conceptual “prototype” for disaster alerts system from the OmniComm team perspective.
Developed phased MVPs to capture breadth of work needed to bring to senior leaders for socialization and buy in.
Text Messages
We used one and two way texting to notify and educate members.
We also used text to have users take action on cost-saving initiatives, address updates, and other processes currently being handled by AOM or print.
