Hi, I am Laura

Service Design & Experience Design

I design services and experiences for complex, regulated systems, most recently in healthcare, from research and journey mapping to blueprints and concepts that connect member, provider, and operational needs with business priorities.

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

How I Work

Clarify the Ecosystem

1

Research and 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 to align on needs, priorities, and generate ideas.

Define Future Direction

4

Turn insights and ideas into a future vision with blueprints and concepts that teams can react to.

Enable Delivery

5

Connect the vision to roadmaps and artifacts that carry it into implementation.

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