Creating a more usable and meaningful member experience
Leading design and research for the member experience across web and mobile, I created new workflows for care team selection, physical ID card requests, and prior authorization review, helping transform the portal from a static information hub into a more actionable healthcare experience. The platform launched enterprise-wide within Ascension.
Product owner, product manager, system architect, front-end engineers, data engineers, and myself
“David designed previously unavailable Ascension portal workflows (care team/PCP designation, ID card requests, prior auth) and partnered effectively across product, engineering, and data to keep delivery moving.”
The problem
Non-Compliant by Design
Before redesign, the Dell Children's portal felt more like an eCommerce site than a trusted healthcare platform. Generic messaging, cluttered navigation, and limited functionality left members without clear guidance or meaningful support in managing their care.
The Solution
A Better Member Experience
The redesigned experience introduced a more welcoming, mobile-first interface with clearer navigation, personalized content, and expanded functionality. Members could more easily access information, complete key tasks, and manage their care across devices.
Welcome
A warmer entry point with personalized greeting and clearer paths into the tools members need most.
Mobile-first retrofit
Core screens were reworked for small viewports first—tighter hierarchy, touch-friendly controls, and responsive layouts—so the same tasks worked consistently from phone to desktop.
Care Team Selection
Members could designate a care team and primary care provider through flows that were not available in the legacy portal.
ID-card Requests
Physical ID card requests were brought into the digital experience so members could complete them without leaving the workflow.
Claims Visibility
Claims and related status surfaced in context so members could review activity without hunting across disconnected views.