Category: work
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Small design changes have real impact
Increasing Customer Satisfaction At Omnicell, my role as a principal designer was to increase consistency and improve user experiences across digital platforms and physical products for the IV Compounding line of business. Early in my tenure, I noticed low customer satisfaction (CSAT) numbers related to a specific part of one platform. Due to a security…
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Robots, Syringes and Labels Oh My
Who’s ever sat down and thought about whether the syringe of medication that’s going into their arm – or wherever – is the right dosage? Hopefully no one because it’s one of those things you want someone to get right the first time. I was the design lead for a project to improve the design…
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Error messages matter
In a hospital pharmacy, errors are NOT what anyone wants to deal with but when a robot making IV bags and syringes for patients stops working, better UX leads to better outcomes which meant digging into the issue and making improvements. Enhancing Error Messaging and Recovery in Omnicell IVX Station 🤖 Helping pharmacy technicians reboot…
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Yes, a chatbot
I led UX strategy, including chatbot design and implementation, to improve new hire onboarding experience at Prudential. New employee experiences (pre-hire tasks, onboarding, orientation) weren’t going well so a team formed to create an online resource for this – and a broader employee experience vision. At the same time, Scrum was introduced, then a pandemic…
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Adding Square payments for a catering co.
A catering company in Santa Barbara, CA needed to be able to take and receive orders online, and better manage their whole operation using Square.com. The hardware and software configurations were relatively smooth, the strategic approach to using the platform proved more challenging to work out. I consulted with the owner and head chef duo…