Make complex systems easier to use
The hardest UX problems usually aren't interface problems. They're systems problems: too many paths, too many audiences, too many exceptions, too many disconnected pieces of content. My role is to make that complexity understandable, first for the people using the experience and then for the teams who build and maintain it.
Simplified appointment making
Making an appointment within a major health system involves different appointment types, patient types, specialties, locations, online options, phone options, and system handoffs. Over time, individual callouts had been created for different scenarios. The result was a fragmented experience for patients and growing complexity for content editors.
No single system held the complete process, so the first job was making it visible. Before designing anything, I mapped the available appointment options and user types, reviewed existing callouts and specialty pages, examined MyChart options, and worked directly with service-line content editors to understand the scenarios they were trying to support.
Document first, then converge
The full ecosystem
Appointment types, patient scenarios, regions, and handoffs between systems, documented as flows.
Where paths converge
Documenting the flows showed where different scenarios shared the same steps, which made one design possible.
One flexible callout
A single callout that accommodates the different scenarios in one presentation, replacing a collection of one-off versions.
Two build options
One approach dynamically surfaces exact MyChart links and phone numbers. The other works without a database connection.
Simpler for patients, manageable for editors
The new callout simplified the experience for patients and gave editors a more manageable way to maintain appointment information. I then narrowed the work to a single campaign as a proof of concept, rather than trying to solve the whole ecosystem at once.
Structured content architecture
The same problem showed up in content. Editors were recreating the same information in multiple places because different areas of the site needed to display it differently.
I designed a structured-content model in which information is entered once and used in many contexts. A single field can become a landing-page callout, a category listing, and a detail-page title without recreating the content. The model sets a baseline of required fields and allows optional additions where content needs more flexibility.
Designing for multiple audiences
The platform had to serve a formal government and reporting audience and a consumer audience at once. The information architecture created distinct paths for each without requiring separate sites.
The architecture had to serve multiple audiences while staying manageable for the organization maintaining it. Stakeholder alignment came first, followed by audience-based architecture, reusable modules, and flexible calls to action.
I look beyond the page
I want to understand the rules, dependencies, content, technology, audiences, and organizational constraints that produce an experience in the first place. The leadership value is turning a complicated problem into a model that users can understand, teams can implement, and organizations can maintain.
Faceted search, wayfinding, and persona development.
Read this page →Editor design systems, reusable content, and documentation.
Read this page →Have a system that needs untangling?
I'm available for senior UX architecture and strategy roles.
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