UNITED HEALTHCARE
Case Study—
Bringing UX into the Agile Process at United Healthcare
As a Senior UX/UI Designer at UnitedHealthcare, I played a key role in transforming the organization's UX practice, focusing on two critical applications serving AARP members: FOX (claims processing) and COMPAS (administrative and billing). Through strategic collaboration and systematic improvements, I helped elevate UX from an afterthought to an integral part of the development process, delivering measurable improvements in operational efficiency and user satisfaction.
(Roles)
UX Research
UX/UI Design
SME
UX Facilitator
(Method)
User Surveys
1:1 User Interviews
Thematic Analysis
(Tools)
Miro
Figma
Dovetail
Otter AI
Microsoft Forms
Initial Challenge
When I joined UnitedHealthcare, the UX team faced several critical challenges:
Post-pandemic rebuilding with minimal knowledge transfer
Absence of established UX standards and processes
Limited integration of UX in development lifecycles
Underdeveloped relationships with key stakeholders
Strategic Contributions
1. Enhancing Cross-functional Collaboration
I contributed to improving UX integration through:
Active participation in a bi-weekly UX Collaborative Working Group with architecture, product management, and engineering teams
Contributing to educational sessions on UX principles and ROI
Implementing a business-centric communication approach that resonated with stakeholders
Engaging in strategic discussions with product owners to align UX initiatives with business objectives
2. Process Improvement
I contributed to several key initiatives:
Helped develop a standardized design review framework aligned with Agile methodologies
Created UX deliverable templates and checklists
Established clear handoff protocols between design and development teams
Successfully integrated UX processes into existing Agile workflows
3. Technical Expertise and Impact
FOX Application Enhancement
Executed UI/UX redesign that reduced screen load times by 30%
Implemented consistent CTAs and tab navigation
Optimized workflows for claims examiners
Contributed to resolving over 200 defects and 400 enhancements
COMPAS System Improvement
Developed unified design system components in Figma
Helped reduce UI inconsistencies by 40%
Implemented WCAG-compliant components
Enhanced collaboration between UX and development teams
Measurable Outcomes
Performance Improvements
30% reduction in screen load times
Decrease in UI inconsistencies as reported by front-line users
Significant reduction in claims processing backlog
Enhanced WCAG compliance across platforms
Organizational Impact
Helped establish UX as a valuable partner in product development
Contributed to scalable processes for UX integration in Agile workflows
Improved cross-functional collaboration
Supported development of comprehensive design systems and guidelines
Key Competencies Demonstrated
Strategic Thinking: Helped transform UX from a support function to a valuable business asset
Stakeholder Collaboration: Built strong relationships across teams
Technical Excellence: Delivered significant improvements in system performance and usability
Process Innovation: Contributed to scalable frameworks for UX integration
Conclusion
This case study demonstrates my ability to drive meaningful change while delivering measurable business value as a Senior UX/UI Designer. By combining strategic thinking with practical execution, I contributed to elevating UX maturity while improving operational efficiency and user satisfaction. This experience showcases my capacity to influence positive change, collaborate effectively with cross-functional teams, and align UX initiatives with business objectives in enterprise-scale organizations..