Company: United Healthcare
My Role: Product Strategy, Design Direction

Background:

UnitedHealthcare provides non-emergency medical transportation for millions of members on Medicare, Medicaid, and Dual Special Needs Plans. Previously, scheduling rides meant navigating a patchwork of call centers, third-party apps, and disconnected systems across national and local partners. To simplify the experience and strengthen our automation capabilities, we launched a multi-year initiative to help members easily understand and use their transportation benefits directly through the MyUHC app.

Work Overview:

My design team was instrumental in shaping UHC’s digital transportation management capabilities. By embedding user-centered and inclusive design practices into product and engineering workflows, we influenced capital planning, guided roadmap development, and ensured iterative design delivery that advanced both member experience and business outcomes.

CAPITAL PLANNING

I led future-state concept and storytelling work to help stakeholders envision future capabilities.

We evaluated future state concepts with qualitative feedback and business model impact assessments.

Roadmap Development

I facilitated workshops with vendor partners to align tech development roadmaps across organizations.

I conducted member experience audits and led an analysis to understand disparities in service utilization to identify new product and marketing opportunities.

Iterative Design Delivery

I coached teams of designers to iteratively developed and released self service features like native scheduling, a rider profile, and ride benefit accumulators

I planned and guided A/B tests of navigational elements and content to enhance the findability and comprehension of ride management capabilities

My team built new native mobile and responsive web transportation management tools for UHC’s Medicare and Medicaid members. Over the past two years, we’ve iteratively released and improved features, including integrated ride scheduling within the native app (see demo below).

Featured Work:
Product and USER Experience PlannING

I collaborate with product and engineering leadership to align on current capabilities and define the vision for what’s next. By bringing together strategists, researchers, and designers around competitive insights, user research, analytics, and future visioning, I ensure our roadmap not only advances business priorities but also delivers meaningful impact for our members.

My team not only delivers high-quality UX, but also creates alignment by engaging stakeholders through collaborative workshops and strategic presentations. The concept boards served as a shared framework in both remote and in-person settings, enabling productive prioritization and driving clarity around the path forward.

Impact

By enabling members to schedule rides digitally, we increased benefit utilization while significantly reducing the time and effort required to manage transportation. These improvements have directly reduced 1.2 million calls in 2025, driving substantial call obviation savings and freeing up service capacity for more complex tasks. The result was a more seamless member experience paired with measurable operational efficiency.