Redesign structure and layout of public-facing site

What I did:

Card sort (open and closed)

Focus group facilitation

IA Site Map

Wireframes

Strategy/Vision recommendations

Collaboration with technical web design and marketing teams

Results: in progress

User research and discovery for Aetna.com redesign

What I did:

Contextual inquiry interview sessions with members and prospective members

Stakeholder interviews

Vision workshop

Competitive and heuristic analysis

Recommendations report

Results: guidelines for consideration in the site overhaul.

Internal system taskflow analysis

What I did:

Contextual inquiry interviews with billing specialists and auditors

Focus group facilitation

Brainstorm facilitation

Task flow diagram

Recommendations for more efficient solution

Results: a better understanding of the zig-zagging the billing staff experiences between internal systems and recommendations for streamlining the process.

Internal system for Franchisee Information

What I did:

Contextual Inquiry interviews with Franchisees

Card sort

New site structure/IA map

Wireframes

Usability testing

Production management and CMS integration

Creative/Art direction

Results: an internal site designed around the needs of the Franchisee community.

Internal call center web application

What I did:

Contextual inquiry interviews with call center reps

Double-jacking observation

Stakeholder interviews

Card sorting

Taxonomy

IA restructure and site map

Wireframes

Collaboration with project management, development, QA, Editorial and User Experience teams

Creative /Art direction

Results: a call center application that allows phone reps to find information fast and ultimately reduce average call handle time.

Web site redesign/ User research

What I did:

Contextual inquiry interviews with Veterinarians, Vet Techs and Practice Managers

IA/ Site Map

Wireframes

Results: a better understanding of the unique needs of different audiences.