DataConnect: Scaling self-service data access across Medicaid and CHIP within CMS (Centers of Medicaid and Medicare)
1. UX Team Lead embedded in a cross-functional federal team
2. Conducted discovery research, created user archetypes, and restructured Confluence documentation
3. Designed branded templates, onboarding materials, and stakeholder visuals
4. Liaison between technical SMEs and non technical users
1.5 years
1. Low engagement with documentation despite positive feedback
2. Fragmented onboarding experience for new users
3. Lack of visual consistency across internal tools
4. Difficulty communicating data governance concepts across teams
2. Fragmented onboarding experience for new users
3. Lack of visual consistency across internal tools
4. Difficulty communicating data governance concepts across teams
Logo:
1. Created a new logo for the DataConnect team and chose brand colors
1. Created a new logo for the DataConnect team and chose brand colors
The original DataConnect Logo that was reworked to reflect some significant business changes
The thinking behind the logo redo along in collaboration with the POs and clients
Finalized updated DataConnect logo:
Iconography:
1. created branded Iconography to increase brand awareness
1. created branded Iconography to increase brand awareness
These icons were created to establish some consistency around how users navigate the document hub. One of the hallmarks of iconography is allowing users to feel comfortable navigating a space and understand what the space provides.
These icons allow users to identify what type of work they are wanting to do.
These icons allow users to identify what type of work they are wanting to do.
User Archetypes
1. Created 8 archetypes to tailor content and onboarding
1. Created 8 archetypes to tailor content and onboarding
Link to the archetype deck: gold-zola-76.tiiny.site
Journey Maps
1. Used Figma and Mural/ Miro to visualize user journeys
Link to the journey maps : https://app.mural.co/t/mine8961/m/mine8961/1747841216244/a591cb10f117be54b5f23f354b3eafc6b3a3657e
1. Used Figma and Mural/ Miro to visualize user journeys
Link to the journey maps : https://app.mural.co/t/mine8961/m/mine8961/1747841216244/a591cb10f117be54b5f23f354b3eafc6b3a3657e
Visual Documentation Hub
1. Redesigned Confluence to be role-specific and visual first
2. Embedded Figma cards for navigation
3. Added FAQ's, flow diagrams and self -service entry points
1. Redesigned Confluence to be role-specific and visual first
2. Embedded Figma cards for navigation
3. Added FAQ's, flow diagrams and self -service entry points
Templates and Brand System
1. Developed templates (emails, memos, slide deck, user research) to standardize external and internal communications
2. Updated brand book (last update 2020) to reflect new self service positioning
Link to the Brand Book : https://rb.gy/7i8s60
1. Developed templates (emails, memos, slide deck, user research) to standardize external and internal communications
2. Updated brand book (last update 2020) to reflect new self service positioning
Link to the Brand Book : https://rb.gy/7i8s60
Improved documentation access/ engagement by 3x in 6months
Streamlined onboarding for 100+ new users across multiple federal teams
Reduced help desk inquires related to self-service by 25%
Used by CMS leadership as a model for other internal platforms
Streamlined onboarding for 100+ new users across multiple federal teams
Reduced help desk inquires related to self-service by 25%
Used by CMS leadership as a model for other internal platforms
Governance & Platform Roadmap Alignment
1. Mapped UX strategy to CMS roadmap and governance models
2. Created a visual stakeholder map to clarify influence and interest
1. Mapped UX strategy to CMS roadmap and governance models
2. Created a visual stakeholder map to clarify influence and interest
This project taught me the power of visual thinking and how I was able to leverage this to assist users with understanding how they might navigate technically dense and difficult documentation in a political environment.
Building archetypes and aligning with governance helped me influence product strategy, the importance of understanding who our users are and the focus of switching from concierge to self help service.
Building archetypes and aligning with governance helped me influence product strategy, the importance of understanding who our users are and the focus of switching from concierge to self help service.