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Hi, I'm Nicole

I’m a design leader with 12 years of experience across service and product design, focused on solving system challenges at scale. I’ve led high-impact initiatives at Northwell Health and A+E Networks, helping teams translate organizational complexity into clear, effective digital products that deliver value for both the people who use them and the organizations behind them

At Northwell Health, I’ve managed multidisciplinary design teams across patient-facing platforms and internal CRM systems, translating complex clinical and operational workflows into intuitive, scalable solutions. My work spans both patient-facing capabilities such as provider search and appointment booking, as well as the underlying provider and location data that power them.

Earlier in my career at A+E Networks, I focused on elevating digital media platforms across web and TV Everywhere, blending user research, usability testing, and data-informed design to improve clarity, navigation, and engagement.

My approach combines experience strategy, systems thinking, research, and product design to help teams navigate complexity and shape thoughtful solutions. I believe good design starts with listening, thrives on iteration, and succeeds when it aligns real human needs with meaningful outcomes.

NORTHWELL HEALTH

July 2025 - Present

Experience Design Manager, Enterprise Digital Solutions 

Guiding experience strategy through Northwell Health’s EMR transition, making complex systems and journeys visible, measurable, and actionable for stakeholders:

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  •  Supporting Northwell Health during the transition to a new electronic medical record platform, pivoting from front-facing experience ownership to system evaluation and experience mapping.

  • Mapping end-to-end journeys across critical touchpoints to create transparency into the overall experience and identify improvement opportunities, co-creating a reusable Figma template to transform discovery into a polished, shareable artifact.

  • Developed a scalable experience evaluation framework that translates UX findings into measurable, stakeholder-ready metrics, enabling clear advocacy and prioritization of experience improvements.

Resume

NORTHWELL HEALTH

August 2023 - July 2025

Experience Design Manager, CRM Operations

Led experience design for Northwell Health’s CRM implementation, aligning the Salesforce platform to streamline operational workflows and improve the accuracy and reliability of patient-facing data:

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  • Partnered with Salesforce product design and cross-functional teams to translate end-user workflows into the new platform.

  • Centralized provider and location data critical to patient-facing experiences, improving consistency and usability across channels.

NORTHWELL HEALTH

August 2022 - August 2023

Experience Design Manager, Consumer Digital Services

Led a team of designers across seven product teams supporting Northwell’s patient-facing app and website, overseeing end-to-end design delivery and strengthening core digital experiences for patients and caregivers:

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  • Improved critical patient journeys across Northwell’s digital platforms, including provider search, appointment booking, billing, account creation, and care management, by guiding product teams through discovery and experience design execution.

  • Oversaw design delivery across multiple agile product teams, aligning experience strategy with business priorities through prioritization, roadmap planning, and cross-functional collaboration.

NORTHWELL HEALTH

October 2018 - August 2022

Senior Experience Designer, Digital Patient Experience

Led discovery and experience design across multiple agile product teams supporting Northwell’s patient-facing digital ecosystem:

  • Led discovery and experience design across multiple agile product teams supporting patient-facing digital platforms.

  • Designed Northwell’s first scalable digital appointment booking experience, establishing reusable patterns for appointment scheduling.


Adapted digital experience strategy during the COVID-19 pandemic to support patient safety and expand digital access to care:

  • Improved digital intake workflows and expanded telehealth access to support remote care and reduce in-person friction.

A+E NETWORKS

March 2017 - October 2018

Senior Experience Designer, TV Everywhere & Editorial Platforms

Led research-driven design across A+E’s streaming and editorial web platforms:

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  • Collaborated with product, engineering, and editorial teams to improve user experiences across TV Everywhere and editorial platforms.

  • Translated usability testing and performance data into actionable design improvements that enhanced clarity, navigation, and engagement.

  • Facilitated structured discovery workshops to align stakeholders and define product priorities.

A+E NETWORKS

April 2014 - March 2017

Associate Experience Designer, TV Everywhere Platform

Led redesign efforts for A+E’s TV Everywhere web experience:​

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  • Translated user insights and analytics into intuitive flows, prototypes, and validated design solutions.

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