Hi, I am Laura

Service Design & Experience Design

I apply UX, Service Design, and Systems Thinking to help organizations align business priorities across digital, service, and operational ecosystems, most recently within healthcare.

Focus Areas
Service Design · Journey & Ecosystem Design · Experience Design

How I Work

Clarify the Ecosystem

1

Map the people, systems, and workflows shaping the experience.

Surface Structural Friction

2

Identify systemic issues beyond isolated touchpoints.

Align Stakeholders

3

Bring cross-functional teams together around shared priorities.

Define Future Direction

4

Translate insights into clear experience strategy.

Enable Execution

5

Provide artifacts and frameworks that connect experience to delivery.

Improving the Prior Authorization Experience in Insurance

Improving the Prior Authorization Experience in Insurance

Transforming the Pharmacy Member Experience

Transforming the Pharmacy Member Experience

Improving the Digital Experience for Complex Medicaid Populations

Improving the Digital Experience for Complex Medicaid Populations

Scaling Human-Centered Decision-Making Across the Enterprise

Scaling Human-Centered Decision-Making Across the Enterprise