Product Experience
What mattered to me most about this work was that it was (is) changing how clinical staff like Nurses and Nursing assistants are able to manage their own work and their own incomes. I have been proud and privileged to constantly engage with, plan for, and design for user who need more power over their own reputations, schedules and earning potential. This is right and fair for healthcare workers and supports safer, better, higher quality patient care.
Over four years, as the Director of User Experience, leading the UX Research, UI Design, and FE Dev teams, I led the product experience vision and execution for a clinical staffing platform as it evolved from a largely manual, operations-driven service into a self-serve marketplace.
When I joined the company, the early version of the product depended heavily on internal teams to create clinician profiles, validate eligibility, manage requests, and coordinate scheduling and pay. By the end of this work, clinicians could independently build their profiles, discover work, request and complete shifts, and get paid — on their schedule and at market rates — with minimal operational intervention.
Throughout this transformation, I served as the fully engaged, governing experience lead. Even when I was not the final UI designer, I owned the end-to-end experience: leading research, defining the system-level journey, setting experience strategy for major initiatives, and aligning PMs and designers to a shared vision. This required deep, day-to-day involvement in how the product worked at every moment.
Clinical Onboarding
Establish Trust; Encourage Momentum
I led the redesign of clinician onboarding from a high-friction, operations-heavy process into a streamlined, self-serve entry point. The experience balanced speed with compliance — allowing clinicians to create accounts quickly while establishing identity, legal requirements, and foundational data needed downstream.
Critically, onboarding was designed as progressive rather than exhaustive. Clinicians could move forward without completing everything at once, while the system intelligently guided them to fill in required information later, when it directly unlocked value.
Fuller details on this work is shared in my Persuasive Onboarding Study.
I would love to talk your ear off about all the of the amazing users I have learned so much from over the years about the world of Nursing and other types of clinical patient care. They have fascinating reasons for doing what they do and it has been a pleasure being part of the change in how they are able to find, manage, and govern their work.
From Gatekeeping to Empowerment
The original product relied heavily on internal teams to validate clinicians, collect information, and move them forward. As they enter data, or just use the app to review and apply for shift work, clinicians are feeding their information into system intelligence that works for them.
Profile building became the core infrastructure of the marketplace. I led the strategy that transformed profiles from static records into dynamic, system-driven representations of a clinician’s skills, licenses, experience, and readiness to work.
Data from working stats, resume building, and requirements posted on jobs explored, enabled automated eligibility checks, smarter shift matching, credential recommendations, and reduced manual review. Clinicians were shown clear guidance on what to complete and why, while the system continuously improved the quality of matching and compliance behind the scenes.
From Listings…
I led the evolution of a UI that was shift discovery from basic job listings to an experience centered on decision-making and relevance. The design prioritized the signals clinicians cared about most — pay, care setting, time, and distance — while progressively incorporating recommendations based on availability, history, and facility relationships.
…to intelligent Searching and matching
First-time users received guidance and context; but especially searching control and flexibility (that the system learned from any time it was exercised). Returning clinicians experience a faster, more personalized flow. This shift was a key step in moving the product from a staffing tool to a true marketplace.
Applications and Eligibility
For users new to self-managing contract clinician work, it is imperative that the system make complex compliance rule that each healthcare facility maintains, understandable to clinicians who previously relied on healthcare staffing agencies to manage these for them. (The trade-off was often loss of personal freedom and flexibility in where, when, and how they worked.)
Requesting a shift required coordinating licensing, background checks, scheduling constraints, facility requirements, and safety rules. I led the experience strategy that unified this complexity into a single, transparent flow.
Clinicians could clearly see their eligibility, understand blockers before requesting, and know exactly what would happen next. First-time requests included education and reassurance; ongoing requests prioritized speed and predictability. This work replaced opaque internal decisioning with clear system logic, reducing support burden and increasing trust.
Beyond individual shifts, I led the experience vision for ongoing clinician management. This included profile maintenance, licenses and credentials, skills assessments, education, background checks, financial setup, messaging, notifications, and settings — all unified into a coherent system. When viewing jobs, each “requirements” section is shown to them in the context of how closely they match, and which requirements on the list are missing.
The product evolved to support clinicians not just in finding work, but in building a sustainable, flexible professional relationship with the platform over time.
Shift Lifecycle Experience Loop
I define the experience across the full shift lifecycle — scheduling, arrival, check-in and check-out, and payment.
The focus was reliability and clarity at moments that mattered most.
Location-aware check-ins, clear facility instructions, proactive reminders, and transparent payment status ensured clinicians knew what to do and could trust the system to follow through.
Across this work, my role extended beyond feature design. I defined the journey architecture, set experience principles, led cross-functional alignment, and ensured that intersecting flows worked together as a cohesive system. I regularly translated operational and regulatory constraints into usable, scalable product experiences.
This end-to-end ownership was essential to driving repeat usage and long-term retention by making using the system the easiest and most secure and lucrative way to work.
