Designing Enterprise UX for Healthcare with AI Workflows
TLDR Executive Summary
As part of the Optum Financial UX Design team, I contribute to enterprise fintech healthcare products serving 5.5M+ users worldwide. By applying lean UX principles and AI-assisted workflows, I accelerate research, simplify complex systems, and help deliver enterprise-ready solutions that improve self-service adoption and reduce support call volume.
Note: Due to the proprietary nature of the products developed in my time at Optum / United Health Group, I will not provide detailed case studies. The designs shown are either already currently public-facing, already in production, or have been edited to remove sensitive or specific details. Please contact me with any questions or concerns.
Timeline: July 2022 - current
My Human + AI Approach
I apply lean UX principles to rapidly validate ideas and shape features from 0→1. AI plays a powerful role in my workflows by:
Accelerating design audits to catch inconsistencies early.
Synthesizing research + NPS data into clear, actionable insights.
Experimenting with AI-augmented prototyping to reduce iteration cycles.
Collaboration is at the center of my process. I work closely with PMs, engineers, legal, and compliance... where governance isn’t a roadblock but part of the design challenge. 😉
Featured Projects
Working Capital & Commercial Lending
Designed a 0→1 provider loan management portal, and introduced self-service tools that reduced support calls. Working Capital Loans launched first as a pilot, achieved the highest NPS in company history, and now is widely used.
Problem Statement:
Healthcare providers often face delays in insurance reimbursements, creating cash flow gaps that require short-term financing.
Challenge:
Design a loan management portal to include automated repayments directly from incoming insurance reimbursements. Improve visibility into balances and repayment schedules, while enabling providers to self-serve without relying on customer support.
Optum Bank: Health Savings & Benefits Accounts:
Designed a notification hierarchy strategy for HSA/FSA experiences, balancing urgency with user clarity. Optum Bank is available in the App Store for iOS and Google Play for Android with 54K reviews at 4.8 stars.
Problem Statement:
Users managing HSA/FSA accounts often missed critical updates or became overwhelmed by notifications, creating confusion and support escalations.
Challenge:
Create a clear, prioritized notification hierarchy across device types and delivery touch points that balances urgency with accessibility, ensuring members receive the right information at the right time.
Solutran / Healthy Benefits Plus:
Improved information architecture to support Medicare and Medicaid members with greater accessibility. Healthy Benefits + is available in the App Store for iOS and Google Play for Android with 86K reviews at 4.5 stars.
Problem Statement:
Medicare and Medicaid members faced difficulties navigating benefit platforms due to unclear information architecture and inconsistent content design.
Challenge: Redesign the IA to improve clarity, accessibility, and ease of use for a diverse, high-needs population while aligning with regulatory standards.
Impact
While much of this work is proprietary, my contributions consistently:
Simplify complex financial workflows for providers and members.
Increase adoption of self-service tools while reducing call volumes.
Deliver scalable UX specifications aligned with enterprise design systems.
Demonstrate how AI enhances... not replaces... human design judgment.
Fun side-note on sketching & lo-fi wire framing
I often sketch in Procreate on iPad as a way to step back from the screen. Sketching helps me think differently and bring a more human touch to early iterations. (“You drew that?!”) 😉
