Making life better by making things simple
I believe that good design is like a spoon. It serves up the necessary content and remains unmemorable if the job is done well.
These case studies and articles walk through the process involved with successful efforts to clarify design and functionality.
TimeDoc Health
Improve usability & accessibility of call center software
Set short and long term improvement goals for a an online product that previously lacked usability and accessibility guidance. Increased number of daily calls completed by care coordinators.
Allscripts Care Director
Simplifying work-to-be-done by applying usability principles
Outpatient care management software consistently put users 3 clicks away from patient data they needed. Patient data was compartmentalized in a way that prevented care givers from seeing negative health trends. Usability principles were employed to re-envision patients as a whole person.
TDH Employee Experience Initiatives
Provide research backbone for companywide initiatives
I worked with HR, QA, and recruiting teams on 2 initiatives that identified best work practices and improved the new hire experience.
Humana Experience Transformation
Sales funnel redesign
Complete redesign of underperforming sales funnel for small businesses purchasing healthcare benefits.
Allscripts Care Director Plan
Building a new tool for outpatient care coordination
Care coordination is a notoriously fragmented experience. I employed user-centered design principles to assist in creating an outpatient care coordination tool integrated with an EHR that has saved 30% hospital readmissions.
Online enrollment
Heuristic evaluation and redesign to remove confusion and reduce customer support calls.
Innotas Redesign & Style Guide
Task and time tracking software primarily used by the legal industry faced an outdated and complicated interface badly in need of modernization.
Learning Management System Redesign
Transforming the look & feel of a visually overpowering interface.
How I think and work
As part of training interns this year I found that I wanted to paint for them a more practical image of what being a design professional means. I've had many great instructors, but the best lessons have come on the job and through a willingness to stick myself out there...and maybe make mistakes.
I write about the best ways I have been able to put UX practices into play within my current environment. More content is added regularly. carolinekeem.medium.com
Effective personas — a comedy
To build all-around empathy for the end-user, craft different persona libraries for different audiences. Continue
Writing a style guide that will actually get used
I have written or co-authored more company style guides than I have fingers upon which to count them. In the shadows of every effort has been that one guy with a surly look who mutters “but no one will ever use it” as he shifts back and forth impatiently. I don’t like that guy. My quest is to consistently prove him wrong. Continue
Integrating user-centered design thinking into a team
Bringing user-centered thinking to a team with no prior design guidance. Continue
Better remote user testing
Moderating mistakes I’ve made and how I fix them Continue
There should be a class in “teamwork”
What does a grown-up look like? What ideals shape a mature approach to working in a team? What does it mean to think of the group first? Some insights that 20 years of on-the-job training in teamwork have granted me. Continue
10 Commandments of UX
I’ve used the expression “first commandment of usability” in many conversations over the years. I decided to put them down in a list… because UX and humor can mix, right? Continue
I make sausage
A good final product grows from a good working process Continue
I did a contextual inquiry — now what?
Using data to drive progress Continue
Agile & UX: A Love Story
I’ve learned one thing from a lifetime of relationships: no one can tell me what to do to “do it right”. Continue
