To build momentum around our strategic direction for Health Journeys, I led a cross-functional design effort showcased at our annual all-company onsite. Our goal was to align teams across sales and product by illustrating a compelling vision for how we would evolve member experiences, from passive and linear to personalized, actionable, and AI-powered. We brought this to life through a detailed case study of Raquel, a real-world persona navigating gestational diabetes, behavioral health, and benefits confusion.
Through Journey.AI, we demonstrated how data and design could converge to deliver trust-building, intuitive, and action-oriented experiences that adapt in real time to users' needs, while also improving CMS Star Ratings and payer value.