Northwestern Medicine brought me on board to redesign their cumbersome self-scheduling process. Previously, both web and mobile self-scheduling workflows consisted of submitting an online form and waiting for a return phone call to confirm appointment details. A quick competitive analysis confirmed that NM was far behind competitors who featured streamlined, automated scheduling experiences. 

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The project itself was stagnate as cross-functional representatives struggled to communicate their respective needs and limitations. I began hosting weekly design discussions, presenting my discovery findings and artifacts while building a rapport with SME's from mobile and Epic development, marketing, scheduling, and systems. Being a more traditional business, I also took the opportunity to upsell the benefits of UX and Agile development methodologies. After bridging the cross-functional gaps and overcoming numerous challenges, the team settled on a solution that was both user-centric and technically feasible