When Express Scripts, a Fortune 25 company, and the nation’s largest pharmacy benefit manager, partnered with my agency to build a UX-focused practice I led the charge. They had just experienced a sustained period of growth through mergers and acquisitions and there was an immediate need to bring consistency and coherency to over a dozen different product lines. For over four years, I led the engagement partnering with Express Scripts to grow a respected UX practice and successfully launch multiple products to millions of users.
Length of engagement: 4+ years
Role & Highlights
As the Senior Director UX Strategy & Design, an upper leadership role within my agency, I led the entire engagement with this client.
Product Design Leadership
- Helped lead ESI in the buildout of their new UX department – mentorship, design leadership, creative direction
- Helped create and codify dual-track Agile DesignOps processes
- Led and managed Guidea internal and Express Scripts’ UX design and research teams
- Account and project management
- Was a major design contributor to all projects and roadmap planning
Client relationship building
- Turned an initial 3-month project into a multi-year engagement
- Client recommendation led to multi-year engagement with another national brand, Purina
- 5-star Clutch review
Design Language System
- Sole designer of the initial Master Design Language System used by four brands within the organization: ExpressScripts (ESI), Accredo, myMatrixx, InsideRx, and Evernorth
- Researched and wrote a comprehensive set of data visualization guidelines for the organization
Master Design Language System
After a comprehensive, UX Audit we discovered that the most pressing challenge for Express Scripts was a lack of consistency.
I designed and managed the Master Design Language System as a single source of truth used to reduce design and development effort and costs across their ecosystem of products and services.
Project
- Designed components, UI Patterns, specifications, and guidelines used by all teams across 5 brands and dozens of products
- Worked with engineers who coded enterprise-grade components
- Helped evangelize the Master Design Language System within the organization
- Mentored Express Scripts’ UX Design team on the use of the MDL
- Created a governance process
- Tested for usability with all age groups
- Meets stringent healthcare accessibility requirements
Projects
- Responsive web and native mobile (iOS & Android) applications – used by Express Scripts members and Accredo patients to manage their prescriptions, adherence, and symptom tracking
- UX/UI Design and user validation
- Reference website for healthcare providers
- Consumer-facing Medicare D landing pages and ad campaign
Project
- Comprehensive responsive web application for reviewing, investigating, and approving workers compensation prescription claims
- UX/UI Design and user validation
Project
- Initial design and user validation of a consumer-facing public website helping people get prescription discounts
Project
- Conducted internal research and strategic alignment workshops to create a client experience-focused vision and multi-year roadmap for benefits setup used with major health plans and commercial clients
Client testimonials about my team’s work
“Guidea has been instrumental in assisting with our full-scale, enterprise-wide transformation. From soup to nuts, there hasn’t been a challenge or proposal yet that they couldn’t help with, assist in, or flat-out solve. In a word, Guidea is indispensable to me and the success of our design transformation.”
Christina Vallery
VP User Experience Design
Express Scripts
“They were able to understand a complex problem within a short timeline. The fresh ideas they brought really keyed us into better directions. Overall they worked as a partner with us, and were as excited about our product as we are.”
Zane Milakovic
Director of Technology
Express Scripts | InsideRx