Note: I’m unable to share original designs for this project due to client confidentiality.
Situation
A global healthcare client had the requirement to design and launch a rebate portal quickly. The portal’s functionality was simple: providers upload sales data each month and the client’s finance team processes this data and pays rebates based on the volume of packs, repeat prescriptions, and other factors.
Task
I was the lead product designer on the project, working with cross-functional colleagues to design and launch the portal. My responsibility was to manage a small team of designers to turn the client’s ambition into a usable, useful, and accessible solution for providers and back-office administrators to process sales data.
Action
- Facilitated multiple visioning and ideation workshops with client leadership to gain alignment and consensus
- Worked across geographies, collaborating with teams in US and India
- Created information architecture and service blueprint of the full end-to-end experience
- Navigated regulatory complexity around user research and created several proto-personas from available data
- Improved the proto-personas by analysing 17k forum comments with Gen AI, NLTK, and scikit-learn Python libraries
- Navigated ambiguity while building a high performing culture within the design team
- Worked cross-functionally with developers and architects, inputting into data architecture, writing Jira tickets, and working with QA to track and prioritise defects
Result
The provider portal was launched to the initial pool of users (20 providers) in January 2025 and was soon scaled to the full 20,000 user base. The designers were rolled off the project by then but I heard positive feedback from colleagues close to the project. On top of that I received stellar feedback from the client and my direct reports for reducing ambiguity, using innovative methods to conduct proxy research (in the absence of real research), and for building a great team culture.
