I work at the intersection of UX, Service Design, and Experience Strategy, helping make complex healthcare systems easier to navigate.
At CVS Health, I collaborate across business, product, and architecture teams to shape experience strategy across PBM, insurance, and care management initiatives. I’m drawn to work that connects people, systems, and decisions in ways that create better outcomes for both users and organizations.
Email
rodrilau@gmail.com
Selected Experience
I shape experience strategy across complex healthcare initiatives spanning Aetna, Caremark, and care management. My work centers on connecting research and service design insights to decisions that guide roadmaps, operating models, and delivery across multiple interdependent efforts. I partner closely with business, product, and architecture teams to align priorities and clarify experience direction.
Representative initiatives:
Aetna Prior Authorization Experience · Caremark Member Experience Transformation · Aetna Medicaid Care Management · Aetna Plan Sponsor Member Experience
UX Strategist Lead
CVS Health | NY
3/2022 - Current
Senior UX Designer / UX Designer
CVS Health | NY
6/2019 - 3/2022
In prior roles, I focused on UX discovery, research, and experience design for enterprise healthcare platforms and product strategies, contributing to journey mapping, service blueprinting, and insight synthesis across digital and service touchpoints.
Representative initiatives:
Caremark Call Center Optimization · Aetna Broker Experience · Aetna Provider Contracting · Aetna Provider Onboarding
At 3M, I supported design research and future-state strategy work for dental product lines through qualitative research, workshop facilitation, and insight synthesis. I also led an internal intern project focused on design education.
Design & Research Intern
3M Design Healthcare | MN
5/2018 - 8/2018
Education
Master of Business Administration
Boston University, MA
2023 - in progress, 2027
Master of Design, Design for Interactions
Carnegie Mellon University, PA
2017 - 2019
Bachelor of Fine Arts, Product Design
Parsons New School for Design, NY
2007 - 2011