User Experience and Design Leadership
For the last three years I have led the experience design process for Aspen Dental, the largest dental services company in the country seeing more than 20,000 patients a day at their over 500 locations. From managing the user experience to leading the design process, I have been the driving design force behind modernizing Aspen Dental's digital ecosystem.
AGilitY
I was instrumental in helping move the Aspen Dental team from a traditional waterfall approach to design and development to an agile approach. This included the adoption of design sprints, prototype development over flat wireframes and realtime testing & optimization.
MORE APPOINTMENTS, A LOT MORE APPOINTMENTS
Implemented test and learn approach to experience design favoring real-time design optimizations over large bets. Incremental changes increased online appointments per office by more than 60% leading to more than $200 million more in annual patient value.
In addition, funnel conversion rates increased by 25% and the percentage of appointments coming from mobile increased from 40% to 60%.
PROTOTYPING PROCESS
Implemented prototyping process allowing the UX team to quickly design, test, optimize and implement thereby decreasing the time from concept to design to approval. This allowed us to redesign and evolve the experience in a fraction of the time compared to the old process.
Finding Insights through testing
I implemented a testing process using a combination of moderated in-person usability tests, online usability testing, session replays, surveys and analytics. This has allowed the UX team to experiment with both incremental changes and radical redesigns while minimizing risk and ensuring conversion rates improved.
Analyzed qualitative and quantitative user feedback to determine ways to optimize the AD experience.
Moved the team from standard online surveys to real-time prototype testing in order to find solutions quicker.
PATIENT EXPERIENCE JOURNEY ANALYSIS
Led the interview process of stakeholders from senior executives to office managers to dentists to patients to find opportunities within the entire consumer journey to help patients complete their treatment plans.
Modernized the Experience Ecosystem
Found opportunities to modernize the experience ecosystem beyond the web expereience including the development of an in-office consult tool that helps standardize the way office managers of varying levels of experience walk through treatment plans with patients.
