During my tenure at Blue Cross, I envisioned, innovated, and strategized customer experiences for desktop and mobile applications resulting in a +16 point increase in NPS and a 4-12% increase in task completion. The design initiatives and improvements of member portal, Find a Doctor search, Drug Cost estimate, BlueCrossMN.com, employer & agent platforms resulted in OSAT increase by 36%.

In the past, Blue Cross used vendor platforms which often lacked good experience. Blue Cross did not have user-centered practices embedded in its processes. Collaboratively, I initiated change, focusing on user experience, reaching out stakeholders and offering design and testing of ideas for innovated digital experiences and proving the value of the investment.

Role: Sr. UX Experience Designer. Showcases: high-fidelity prototypes for mobile app, member portal wireframes, slides from Digital Experience Guidelines, Medicare journey

• digital experience guidelines
• experience UX design
• human-centered design
• UI design
• user research
• user testing
• UX Design

Experience design for Blue Cross and Blue Shield of Minnesota