HEALTHCARE DASHBOARD
Healthcare Platform Navigation Redesign |
Centene Corporation
Role: Lead UX Researcher (sole)
Scale: Enterprise-wide accessibility implementation of new information architecture (IA) for SunshineHealth.com home & login dashboard
Impact: Transformed complex healthcare platform serving millions of diverse users across Florida then to other state platforms
Outcome: Universal IA and inclusive content guidelines applied across all state healthcare sites
Compliance: WCAG, ADA, FDA, & HIPAA
Note: Details limited due to NDA
Research Leadership
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Designed and executed comprehensive accessibility-focused program:
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Created inclusive research strategy
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Led mixed-method investigation
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Managed diverse stakeholder needs
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Delivered ADA-compliant solutions
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Research Methods & Rationale
Phase 1: Discovery
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SME Interviews (6 sessions)
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Healthcare terminology experts
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Accessibility specialists
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Product stakeholders
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Understanding compliance requirements and user needs for foster care user groups
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User Questionnaires (5 rounds)
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Language preference assessment
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Feature prioritization
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Current pain points
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Accessibility needs
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Phase 2: Architecture Testing
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Click Tests (4 rounds)
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Navigation patterns
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Feature findability
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Task completion paths
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Error patterns
A/B Testing (included within click tests)
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Menu structure alternatives
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Terminology variants
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Layout options
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Information hierarchy
Card Sorting
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Open and closed sorts
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Feature grouping logic
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Mental model mapping
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Category labeling
Phase 3: Accessibility Evaluation
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Tree Tests (2 rounds)
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Navigation structure
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Label comprehension
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Task success rates
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Cognitive load assessment
Terminology Testing
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Reading level validation
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Cultural sensitivity
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Medical jargon alternatives
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ESL comprehension
Research Insights​​
Accessibility Innovations
Content Strategy:
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Developed dual-vocabulary system
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Plain language primary terms for Member user groups
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Medical terms for Provider user groups
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Created inclusive content guidelines
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Established 5th-grade reading baseline content
Navigation Framework:
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Simplified menu hierarchy from 26 menu elements with 14 main level categories down to 7
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Reduced cognitive load by surfacing and sequencing priority content categories on the dashboard
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Clear visual hierarchy with an updated, user-friendly design system
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Consistent labeling patterns
Validation Metrics:
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Reading level scores
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Task completion rates
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Error reduction
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User satisfaction increase
Business Impact
Accessibility Achievements:
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Met WCAG 2.1 AA standards
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Reduced support calls for navigation issues
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Improved user satisfaction scores
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Enhanced platform accessibility
Strategic Outcomes:
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Created accessibility testing framework
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Established content guidelines
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Influenced inclusive design practices
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Set new standards for platform navigation
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Successfully:
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Led inclusive research design
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Balanced accessibility with usability
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Created scalable testing framework
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Influenced enterprise-level standards
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Demonstrated measurable impact