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Director, Human-Centered Design
COMPANY
Global healthcare SaaS provider in 30+ countries. R&D org of 750+ with 18 product lines spanning EHRs, analytics, patient engagement, and mobile solutions.
SKILLS
UX Leadership & Vision Setting
Talent Development & Senior IC Coaching
Design Systems & Scalable Governance
AI Integration in Enterprise Workflows
Co-Creation & Stakeholder Alignment
Enterprise SaaS UX for Complex Domains
Cross-Functional Product Strategy
SCOPE
When I joined, design was reactive — often “skinning” dev-led solutions at the end of the cycle. My mandate: transform design into a proactive, strategic driver of product vision, quality, and measurable business outcomes.
LEADERSHIP OPPORTUNITIES
Embed human-centered design early in the product lifecycle
Scale design systems to support 50+ development teams across 18 product lines
Establish AI design practices in clinical workflows
Raise the craft and influence of senior designers
Align product & design strategy to portfolio-level revenue goals
KEY ACHIEVEMENTS
1. Embedded Co-Creation as a Core Practice
Partnered with clinicians + product teams to reimagine an ambulatory EHR.
Shifted from abstract requirements → real-time user input.
Reduced rework and increased adoption confidence.
2. Scaled a Multi-Product Design System
Built governance and contribution models across 50+ dev teams.
Ensured visual/UX consistency, reduced UI defects, and accelerated release cycles.
Improved usability scores portfolio-wide.
3. AI-Driven Workflow Innovation
Co-led integration of ambient AI into physician note-taking → reduced documentation time and improved satisfaction.
Built AI-powered analytics chatbot connecting insights directly into the EHR → surfaced data in context and reduced workflow friction.
4. Talent Development & Senior IC Growth
Mentored senior designers to present directly to executives and lead co-creation.
Raised organizational design maturity by personally reviewing critical product experiences and setting a higher craft bar.
STRATEGY AND ACTION
Shifted design from ticket takers → roadmap co-owners.
Introduced design quality gates before release.
Established portfolio-level design reviews to eliminate cross-product inconsistencies before reaching customers.
PEOPLE AND TEAM MANAGEMENT
Managed and coached a distributed team of designers and researchers.
Partnered with product & engineering leadership to balance delivery speed with design quality.
Built a culture of psychological safety, enabling designers to challenge assumptions and propose bold solutions.
IMPACT
SUS 85 for redesigned mobile experience (well above industry benchmarks).
NPS 87.5 for consolidated mobile app, driving customer renewals.
30% fewer workflow steps in redesigned EHR, directly addressing physician burnout.
Significant reduction in UI defects and usability issues.
Strengthened product adoption → directly contributed to renewals and sales growth.
Reimagined Ambulatory Experience
Simplified daily clinician tasks, cutting steps by 30%.
Improved productivity and care quality while addressing EHR-driven burnout.
EHR Mobile App
Consolidated four fragmented apps into one modern SaaS solution.
Delivered streamlined workflows, improved usability, and NPS 87.5.
Patient Engagement App
Designed a proprietary engagement platform as a strategic differentiator.
Personalized experience improved patient satisfaction and market positioning post-buyout.
LEARNINGS
Embedding design early is the only way to influence product direction at scale.
Co-creation drives better outcomes and deeper stakeholder trust.
Scaling quality in a 750+ person R&D org requires equal investment in systems, talent, and executive alignment.
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