Healthcare
2009 - 2014
Designed a five-module suite for Curaspan deployed in 3,000+ healthcare facilities, optimizing referral coordination and discharge processes and directly influencing Curaspan’s acquisition by NaviHealth.
Discharge Central
...
2007
Discharge Central
Mission
As part of TIAA’s major redesign, management wanted to enhance the customer experience of the desktop trading app, especially for less experienced senior customers.
Challenges
Similar to the mobile trading app, the desktop trading platform was powerful but difficult for less experienced senior customers to use. Many struggled to fill out the forms—especially when placing multiple orders, such as selling an investment and then using the funds to buy another.
My Contributions
To stay consistent with the mobile trading app, I redesigned the desktop app using a Q&A approach that guides users step by step through the process. It takes into account the investments they already hold and the actions they want to take, while also considering their investment objectives and risk tolerance.
Impact
The new desktop trading app was well received by customers. They found the step-by-step guidance extremely helpful and said it made their decisions easier along the way. Users were able to complete their tasks without any issues.
Select sell transaction
Users can choose either a Buy or Sell transaction.
Select investment to sell
After selecting a sell transaction, users can then choose which investment in their account they want to sell.
Add sell order
After entering the sell order details, the order is added. The app then shows users how much cash will be available and whether they are overweight in any asset allocation categories.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
select investment to buy
Users can then select another investment to buy, enter the order details, and continue.
Place orders
After adding both the sell and buy orders, users can choose to place the orders.
Ride Central
...
2007
Ride Central
Mission
As part of TIAA’s major redesign, management wanted to enhance the customer experience of the desktop trading app, especially for less experienced senior customers.
Challenges
Similar to the mobile trading app, the desktop trading platform was powerful but difficult for less experienced senior customers to use. Many struggled to fill out the forms—especially when placing multiple orders, such as selling an investment and then using the funds to buy another.
My Contributions
To stay consistent with the mobile trading app, I redesigned the desktop app using a Q&A approach that guides users step by step through the process. It takes into account the investments they already hold and the actions they want to take, while also considering their investment objectives and risk tolerance.
Impact
The new desktop trading app was well received by customers. They found the step-by-step guidance extremely helpful and said it made their decisions easier along the way. Users were able to complete their tasks without any issues.
Select sell transaction
Users can choose either a Buy or Sell transaction.
Select investment to sell
After selecting a sell transaction, users can then choose which investment in their account they want to sell.
Add sell order
After entering the sell order details, the order is added. The app then shows users how much cash will be available and whether they are overweight in any asset allocation categories.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
select investment to buy
Users can then select another investment to buy, enter the order details, and continue.
Place orders
After adding both the sell and buy orders, users can choose to place the orders.
Payer Central
...
2007
Payer Central
Mission
As part of TIAA’s major redesign, management wanted to enhance the customer experience of the desktop trading app, especially for less experienced senior customers.
Challenges
Similar to the mobile trading app, the desktop trading platform was powerful but difficult for less experienced senior customers to use. Many struggled to fill out the forms—especially when placing multiple orders, such as selling an investment and then using the funds to buy another.
My Contributions
To stay consistent with the mobile trading app, I redesigned the desktop app using a Q&A approach that guides users step by step through the process. It takes into account the investments they already hold and the actions they want to take, while also considering their investment objectives and risk tolerance.
Impact
The new desktop trading app was well received by customers. They found the step-by-step guidance extremely helpful and said it made their decisions easier along the way. Users were able to complete their tasks without any issues.
Select sell transaction
Users can choose either a Buy or Sell transaction.
Select investment to sell
After selecting a sell transaction, users can then choose which investment in their account they want to sell.
Add sell order
After entering the sell order details, the order is added. The app then shows users how much cash will be available and whether they are overweight in any asset allocation categories.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
select investment to buy
Users can then select another investment to buy, enter the order details, and continue.
Place orders
After adding both the sell and buy orders, users can choose to place the orders.
Referral Central
...
2007
Referral Central
Mission
As part of TIAA’s major redesign, management wanted to enhance the customer experience of the desktop trading app, especially for less experienced senior customers.
Challenges
Similar to the mobile trading app, the desktop trading platform was powerful but difficult for less experienced senior customers to use. Many struggled to fill out the forms—especially when placing multiple orders, such as selling an investment and then using the funds to buy another.
My Contributions
To stay consistent with the mobile trading app, I redesigned the desktop app using a Q&A approach that guides users step by step through the process. It takes into account the investments they already hold and the actions they want to take, while also considering their investment objectives and risk tolerance.
Impact
The new desktop trading app was well received by customers. They found the step-by-step guidance extremely helpful and said it made their decisions easier along the way. Users were able to complete their tasks without any issues.
Select sell transaction
Users can choose either a Buy or Sell transaction.
Select investment to sell
After selecting a sell transaction, users can then choose which investment in their account they want to sell.
Add sell order
After entering the sell order details, the order is added. The app then shows users how much cash will be available and whether they are overweight in any asset allocation categories.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
select investment to buy
Users can then select another investment to buy, enter the order details, and continue.
Place orders
After adding both the sell and buy orders, users can choose to place the orders.
Report Central
...
2007
Report Central
Mission
As part of TIAA’s major redesign, management wanted to enhance the customer experience of the desktop trading app, especially for less experienced senior customers.
Challenges
Similar to the mobile trading app, the desktop trading platform was powerful but difficult for less experienced senior customers to use. Many struggled to fill out the forms—especially when placing multiple orders, such as selling an investment and then using the funds to buy another.
My Contributions
To stay consistent with the mobile trading app, I redesigned the desktop app using a Q&A approach that guides users step by step through the process. It takes into account the investments they already hold and the actions they want to take, while also considering their investment objectives and risk tolerance.
Impact
The new desktop trading app was well received by customers. They found the step-by-step guidance extremely helpful and said it made their decisions easier along the way. Users were able to complete their tasks without any issues.
Select sell transaction
Users can choose either a Buy or Sell transaction.
Select investment to sell
After selecting a sell transaction, users can then choose which investment in their account they want to sell.
Add sell order
After entering the sell order details, the order is added. The app then shows users how much cash will be available and whether they are overweight in any asset allocation categories.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
From there, users can choose to place the order immediately, buy another investment, or sell an additional holding.
select investment to buy
Users can then select another investment to buy, enter the order details, and continue.
Place orders
After adding both the sell and buy orders, users can choose to place the orders.
