Dawn Ressel

Intuit Health Patient Portal

The Problem

Intuit had recently acquired a patient portal company (formerly Medfusion). It was clear there were great opportunities for improvement in the product experience and across all customer touch points. As the Experience Design Manager, I worked with my team to implement short-term design improvements while in parallel I worked on creating a long-term user experience strategy.

Results

Over the course of a year, I worked with cross-functional leadership to successfully drive improvements across the end-to-end experience (from marketing to product to support). I also put in place operational rigor around collecting metrics for continuous improvement, such as Net Promoter, analytics, and usability benchmarking.

Process and Documents

As the Experience Design Manager, I worked with my team to implement short-term design improvements while in parallel I worked on creating a long-term user experience strategy.

End-to-End Experience Walkthrough - an exercise I facilitated to prioritize gaps and issues across all customer touch points. Participants were leaders in various functions who helped drive strategic improvements.

Design Principles and Vision Statements - I facilitated the process so our UX team could have overarching principles and vision statements on how to create delightful experiences for our products.