Included Health
raising the standard of healthcare
new company, new mission
In 2020, I started my role as Doctor On Demand's first UX Researcher.
Doctor On Demand’s business was rapidly growing thanks to telemedicine’s heightened use during the pandemic. The company had some exciting features in the pipeline, as well as a need to enhance existing patient experiences.
As a research team of one, I worked across our urgent care and behavioral health services to prioritize and answer foundational member questions and get feedback on new features in development.
In 2021, our company merged with Grand Rounds Health and acquired Included Health to become a new company: Included Health. Included Health’s mission is to raise the standard of healthcare. Services include: on-demand doctors, virtual primary care, therapy and psychiatry, care for underserved communities, navigation of in-network local care, insurance claim support, and more.
With our new (but still modest) team of 4 researchers, I balanced my time between supporting research on clinical and patient experiences, scaling our research operations, and managing a junior researcher.
Research Impact
Streamlined patient care by identifying gaps in clinicians’ charting workflows.
Recommendations for prescription-related patient app improvements resulted in $200k in efficiency gains.
Findings from home page redesign concept tests increased clinical service utilization by patients by 7.5%.
Monthly trainings for a team of 17 designers and content writers increased our volume of usability tests by 143%.
Demonstrated the need for dedicated accessibility resources and helped our team resolve more than 700 issues!
Please contact me for a walk-through of detailed use cases.
Concept tests for a new home page redesign resulted in a 7.5% increase in clinical service utilization by patients
Operations Resources for Designers
How to choose a UX research method
Card Sorting best practices
Test launching guidelines
Notetaking tips & tricks
Analysis guidelines
Research reporting templates
And more!
Example research operations resource for research operations that I created to train our design team on HIPAA-compliant usability testing
Enabled’s logo is purple with a ribbon to represent disability awareness and the diverse conditions affecting our community.
Event with guest speaker Emily Ladau, an accomplished disability rights activist
Sample slide from Enabled’s Self-ID campaign
COMMUNITY LEADERSHIP
In 2022, I started a new Employee Resource Group at Included Health called Enabled.
Enabled’s mission is to create a community for Included Health employees who are living with disabilities so they can feel visible and less alone.
Leading an ERG for two years was an incredibly rewarding experience. In addition to holding a space for connection and learning, our group worked closely with human resources to actively improve processes and policies impacting our community.
Accomplishments:
Grew the group to 120+ employees.
Hosted monthly member spotlights for members to share their personal experiences.
Organized company-wide guest speaker educational discussions on ableism and disability in the workplace (including the renowned Emily Ladau).
Clarified medical leave instructions to empower employees to take action during challenging times.
Implemented guidelines to improve the accessibility of in-person events (check them out here!).
Increased our disability identifications in WorkDay by 13% after outlining the benefits of participation to measure diversity.