INDUSTRY:
Healthcare
TEAM:
1 Researcher, 1 Designer
TIMELINE:
6+ months
ROLE:
Design Lead
Signify Health
about.
As one of the largest in-home care networks in the U.S., Signify faced rising clinician attrition and declining satisfaction among its 10,000+ clinicians - threatening operational stability and patient experience. Signify Health wanted their newly formed product teams to understand the needs of Clinicians so they could build experiences that deeply resonated and satisfied this key user group.
my role.
I led a cross-functional team of designers and researchers to assess the current Clinician experience and create foundational assets—including personas, journey maps, and a customer outcomes framework—driving deeper user empathy, stronger alignment across product and engineering, and a shared, measurable foundation for product decision-making.
key activities.
Supported clinician research initiatives to identify six distinct personas, establishing a shared language that enabled more precise, persona-driven product and design decisions.
Directed the end-to-end mapping of the clinician journey, from recruitment and onboarding through in-home visits and offboarding, uncovering key moments, pain points, actions, and Jobs To Be Done that shape the overall experience.
Partnered with Signify Health’s Design Director to define 22 measurable Customer Experience Outcomes (CXOs), each aligned to a specific stage of the clinician journey.
Designed and launched a targeted clinician survey to assess importance and satisfaction across CXOs, collecting 782 responses and establishing a quantitative baseline that surfaced experience gaps and informed prioritization across product initiatives.
Oversaw the creation of a foundational design system, creating detailed documentation and ensuring the system was scalable, maintainable, and developer-friendly.
results.
Established six research-backed Clinician personas, creating a shared vocabulary that improved empathy, alignment, and decision-making across product teams.
Developed and socialized comprehensive Clinician and Member journey maps, driving cross-functional alignment and informing product strategy across multiple teams.
Built a Customer Experience Outcomes (CXO) framework to measure Clinician experience improvements against business outcomes, enabling clearer prioritization and performance tracking.
Launched a baseline clinician satisfaction survey within the CXO framework, generating quantitative insights that identified key gaps and guided product roadmap priorities.
Designed and documented a foundational design system with 30+ component types, improving consistency and efficiency across design and engineering.
