Product UX / Strategy / Research
Role: Assoc. UX design director
The Context
Mayo Clinic is a world-renowned medical institution founded in 1889. With a focus on integrated clinical practice, education, and research, it's consistently ranked among the top hospitals globally, offering expert care and pioneering solutions for complex health challenges. We worked together with their in-house CX ( Customer experience team).
The Challenge
For their Global CX team: We were presented with the intricate task of harmonizing disparate data sources across multiple client entry points, from concierge services to medical services. These systems, previously segmented, needed to provide a unified, user-friendly view of relevant data.
For their Mayo Clinic Press team: The Mayo Clinic Press e-commerce page required significant enhancements. We identified usability concerns, suboptimal conversion rates, and the need for a more streamlined user experience. Balancing these multifaceted demands while leading a team of visual designers and ensuring alignment with Mayo Clinic's prestigious brand standards presented a complex challenge.
Methodologies & responsibilities
Led visual designers across various Mayo Clinic sub-projects.
Developed a unified measurement system for consistent data viewing across Mayo Clinic service entry points.
Conducted current site audits for a comprehensive understanding of existing systems.
Designed wireframes to blueprint the user interface and experience.
Created mock-ups to visualize and refine interface designs.
Developed prototypes to simulate real user interactions.
Facilitated user testing to gather feedback and refine designs.
Enhanced the Mayo Clinic Press e-commerce page with a focus on usability.
Conducted UX audits to pinpoint areas of improvement for the e-commerce platform.
Delivered recommendations to boost site usability and conversion rates.
Customer experience - UMS
I collaborated closely with Mayo Clinic stakeholders and teams throughout their CX journey, understanding the data and actions they needed for their daily tasks. After consolidating requirements across teams, I led a team of visual designers and personally engaged in wireframing and UX deliverables. We conducted multiple workshops for iterations and eventually created a functional prototype. This prototype was tailored to align with Mayo Clinic's visual identity, serving as an MVP exploration. We presented this to C-level executives, securing the necessary budget to proceed with the project.
Mayo Clinic Press - Web
I played a hands-on role within the team, conducting heuristic evaluations and performing a comprehensive site audit to identify opportunities for enhancing the user experience within their checkout flow. I delivered detailed findings and recommendations, accompanied by wireframe proposals designed to boost site conversion rates.
"User-centered experiences are the key to success."
