Improving the Digital Experience for Foster Children and Families
Designing supportive digital experiences within a complex public service system shaped by policy and contract requirements
Area
Health Insurance
Duration
2021 (2 months)
Role
UX Strategist
Collaboration
Partnered with a fellow designer and the technology team
A public-facing version of this product exists. This case study focuses on internal experience strategy work and uses representative, reconstructed examples rather than production artifacts.
Problem
Established contract commitments defined required outcomes and functionality for the Medicaid population, but the intended end-to-end user experience was not clearly articulated. This created ambiguity during a digital product redesign and increased the risk of misalignment between contractual obligations, user needs, and delivery decisions.
UX Strategy Contributions
Stakeholder facilitation and alignment
Representative personas and journey mapping
Workshop planning and facilitation
Experience translation and delivery support
Impact
Enabled new business through the delivery of a redesigned digital product
Clarified prioritization of new capabilities across delivery roadmaps
Improved alignment across internal teams, reducing ambiguity during delivery
Approach
To guide the redesign, I focused on clarifying the intended experience and aligning teams around a shared understanding before moving into delivery.
I developed representative experience models to articulate how different users interacted across the journey and to surface where additional capabilities would be needed to support a cohesive experience. These models helped teams reason about the experience end-to-end and informed prioritization of near-term and future improvements.
With experience goals aligned, I translated the vision into lightweight, build-ready guidance to support delivery. This included defining key journeys and interactions and partnering closely with engineering and design teams to maintain consistency across the experience as the product evolved.
A deeper walkthrough is available via conversation, using anonymized and reconstructed examples.