Category: work
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Small design changes *do* have real impact on trust
Customer trust is easy to break At Omnicell, part of my role as a principal designer was to 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…
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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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Chatbot design and implementation
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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Implementing Square.com at a fast-growing catering business
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 intention was to use Square’s complete package of hardware and software to enable online ordering for customers, back of the house ticketing in the kitchen and general business operations…