projects
2023 – 2025
One app. Better care.
Unifying digital health across Optum
Healthcare shouldn't feel like a maze. I led content strategy and UX across the Optum app and web experience, helping transform disconnected products and services into a more seamless, human-centered and unified platform used by millions.
104 M+
Unique consumers served
4+
Business lines
1
Digital front door
30%
Faster time-to-market
At a Glance
ROLE
Led content strategy and UX to bring disconnected digital healthcare products int a single, scalable platform
COMPANY
Optum Health (UnitedHealth Group), Remote
DURATION
March 2022 – December 2025
TEAM
Led a multidisciplinary UX and content team, plus cross-functional partners across product, engineering, marketing and business
PLATFORMS
Mobile (iOS & Android) + Web
SKILLS
Experience leadership · Content strategy · UX writing · Journey design · Design systems · Stakeholder alignment
OVERVIEW
The work
Optum is one of the largest health services organizations in the United States, operating within UnitedHealth Group. Its massive size and complexity led to the availability of many digital healthcare products and services, but these were fragmented across more than a dozen apps and portals in Optum's digital ecosystem.
People often had to move between multiple systems to carry out basic tasks like scheduling care, viewing records or understanding benefits. Not surprisingly, this resulted in user frustration, more phone calls with customer service and, most troubling, worse outcomes.
It was time to strategize how to bring these core health needs together into a one unified, seamless platform built around how real people navigate their healthcare.
CHALLENGE & OPPORTUNITY
The problem worth solving
THE ASK
Unify a complex ecosystem of apps, portals and backend systems - including Electronic Health Records (EHR) integrations like Epic and MyChart, pharmacy services and advocacy programs - into one cohesive experience across mobile and web.
The fragmentation wasn't just a product problem, it affected member confidence and organizational clarity.
How do we bring together more systems and services without creating more overwhelm?
Strategic opportunity
Reimagine the experience from the member's perspective to create a single intuitive and trustworthy platform that guides people in managing their health end-to-end with ease and success.
The opportunity extended beyond product integration to establishing foundational content strategy. I wanted to create frameworks, governance, voice and tone, and shared patterns that could enable human-centered healthcare delivery at scale.
Strategic aPPROACH
Leading through change and uncertainty
The Optum app was an evolving effort impacted by shifting priorities and teams. I prioritized stability, supporting the team, communication and momentum.
01
Define the north star
Mapped the end-to-end experience, aligning teams around one cohesive voice and vision for a simpler, connected journey.
02
Turn complexity into structure
Shaped the information architecture and core flows to make multiple systems feel like a single experience, even when the backend remained fragmented.
03
Build systems that scale
Created content standards, shared patterns and reusable components to increase efficiency, accelerate time to market and build consistent user experiences.
04
Lead with empathy and steadiness
Supported the team through uncertainty with transparency, humor and a calm, consistent presence.
05
Drive progress through change
Kept work moving through starts, stops and shifting priorities, ensuring delivery of a complex, high-impact project done well and on time.
KEY OUTCOMES
What the work achieved
Unified digital experience connecting patient care, benefits and pharmacy into one platform, reducing fragmentation across Optum's ecosystem.
Simplified onboarding and navigation, improving clarity and ease while reinforcing privacy and user trust in the handling of personal health data.
Scalable content and design frameworks, a consistent brand voice, inclusive design practices and a recognizable experience accessible to all.
Mobile and web expansion, supporting over 100 million consumers spanning multiple business lines.
Pilots for AI-enabled and medicine adherence content delivery strategies supporting more personalized, timely member experiences.
High-performing multidisciplinary team of content strategists, UX writers and designers who brought caring to their work and each other.
Assets
A glimpse into the work
NEXT PROJECT
Rebranding for growth
Creating an identity distinct from the parent brand
Repositioned a fitness benefit as a standalone brand, helping One Pass become more marketable to employers and partners beyond Optum, increasing its product competitiveness and impact.
Let's Build Something
Worth Remembering.
Whether you're building a new team from the ground up, scaling an experience or shipping a product that needs to earn trust at every touchpoint, I bring the strategy, leadership and execution that turns vision into value.