For confidentiality reasons, only select examples of publicly available work are shown here.
Research: Transplant Evaluation Experience
2022-2024
As part of an ongoing initiative to improve transplant care for dialysis patients, we conducted extensive research into the end-to-end transplant journey—from the perspectives of patients, caregivers, and care teams.
Through interviews, workflow analysis, and immersive field research, we uncovered critical pain points and inefficiencies in the transplant referral, evaluation, and follow-up process. Our work explored the emotional and logistical challenges patients and their families face, as well as the operational complexity experienced by care coordinators, schedulers, and nurses.
Insights from this research directly informed the design and development of two key solutions:
The Transplant Evaluation Care Navigation (TECN) system, built on Salesforce Health Cloud, supports care coordination and centralized tracking.
A custom Transplant Referral module, designed to streamline the referral process and enhance communication between dialysis clinics and transplant centers.
These tools aim to reduce barriers to transplant, improve operational efficiency, and ensure patients feel supported throughout their journey.
Research: Clinic Manager Experience
Nov 2022 - April 2023
Contributed as a key researcher in a multi-site study, visiting 17 dialysis clinics with a cross-functional team of UX Designers and Product Managers.
- Designed the research framework to explore Clinic Manager difficulties and inefficiencies.
- Immersed in the role by experiencing day-to-day activities in the clinic environment.
- Identified differences in workflows and operational variations.
- Highlighted key insights to guide prioritization of features in the product roadmap.
- Synthesized findings for the Summative Report, journey mapping, and refined personas.
Research: Clinic Admin & In-Center Nurse Experiences
Jan - April 2024
- Conducted in-depth onsite research at clinics, following established protocols, to explore the challenges faced by Clinic Admins and InCenter Nurses.
- Immersed in the daily routines of these roles to gain a deep understanding of their unique work environment and operational context.
- Observed and captured regional variations in workflows that impact daily operations and overall efficiency.
- Identified key insights and opportunities to drive product development and influence the roadmap.
Dialysis Patient Journey
2019-2024
End-to-End Patient Experience Across the Continuum of Care
As part of an extended UX research initiative, I contributed to a deep exploration of the dialysis patient journey—from initial diagnosis through treatment (in-center and home dialysis) to eventual transplant referral and beyond. Our work focused on understanding the lived experiences of patients and all key actors involved: caregivers, social workers, nephrologists, nurses, transplant coordinators, and clinic staff.
I synthesized insights from interviews, contextual inquiries, and field observations into a comprehensive, data-driven narrative that revealed pain points, systemic gaps, and emotional touchpoints at each stage. One of the central visual frameworks I developed drew inspiration from the Spoon Theory, illustrating the patient’s fluctuating capacity—both cognitive and emotional—to engage with care processes, make decisions, and advocate for themselves.
To support business stakeholders in strategy and product roadmap planning, I created:
A layered journey map capturing workflows, interactions, and emotional states across phases of care
Actor-based overlays to visualize each role’s contribution and friction points
A large-scale data visualization dashboard blending qualitative insights and quantitative metrics
An interactive prototype that allowed stakeholders to explore the journey by filtering and highlighting data by stage, actor, or theme—making complexity visible and actionable
This work became foundational for multiple initiatives, including the Salesforce HealthCloud-based Modules, SWs, Transplant Referral Module, and helped guide future experience improvements across Fresenius' care model.