Making Complex Patient Experiences Visible and Measurable
CONTEXT
Northwell Health was transitioning to a new electronic medical record platform. However, the organization lacked a documented, end-to-end view of patient journeys across the portal. Happy paths, edge cases, and error states had not been systematically mapped or analyzed, making it difficult for teams to fully understand how experiences behaved across the system.
MY CONTRIBUTION
I led experience strategy for the initiative by mapping end-to-end journeys across critical touchpoints, creating transparency into the overall patient experience and surfacing opportunities for improvement.
I synthesized discovery work into reusable, component-based Figma templates that standardized journey documentation. This streamlined our internal workflows and created a consistent way for teams to capture and share insights.
To complement this work, we developed a scalable experience evaluation framework that translated UX findings into measurable, stakeholder-ready metrics. This enabled clearer advocacy for experience improvements and helped teams prioritize changes during the transition.
IMPACT
This work introduced the organization’s first structured method for capturing and evaluating experience quality. It enabled teams to identify experience risks earlier, prioritize improvements during the EMR transition, and align stakeholders around measurable experience outcomes.