WORK / 01
Role
Workflow mapping, interaction design, review states, and usability testing.
Problem
Reviewers had to move between too many task paths to understand the status of a claim.
Approach
I mapped the repeated handoffs, grouped review decisions, and designed one workspace around the next useful action.
Outcome
The new flow made review work easier to scan, with fewer context switches and clearer handoff points.
Senior UX leadership
Aligned operations, product, and engineering around one review model.
The work was less about making a cleaner screen and more about helping teams agree on what a claim reviewer needed to know, decide, and hand off.
Owned the workflow framing from discovery through prototype review.
Translated operational edge cases into product decisions engineering could build against.
Used usability feedback to de-risk scope before delivery planning.
Process documentation
01 Research
Mapped reviewer handoffs, exceptions, duplicate checks, and places where people left the product to make sense of the claim.
02 Synthesis
Turned disconnected tasks into a decision model: what changed, what needs review, and what can move forward.
03 Prototype
Created a review surface that emphasized status, next action, and handoff confidence over raw system data.
Project artifacts
Workflow map
Shows task paths, repeated handoffs, and where context was lost.
Decision matrix
Captures which signals should trigger review, escalation, or handoff.
Stakeholder alignment
Workflow strategy
Operational systems thinking