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My portfolio features a web-based overview of selective recent work, followed by deck-style Project Highlights and Case Studies showcasing impact, approach, challenges, and outcomes.
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Bridging Reliability Gap for Error-Free Apps
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The bank’s Operational Excellence (OpEx) team aimed to elevate an engineering resiliency platform that unified system observability and application reliability.
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The existing workflows lacked consistency and clarity, leading to scope creep, fragmented design practices, and delayed feature delivery.
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Developers and tech leads needed a more intuitive and standardized design approach to improve product quality and speed. Also see related post here.
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Client: Capital One
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Role: Product Design and Strategy
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Collaboration: Tech leads, Site Reliability Engineers (SRE), and Product Owner
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Outputs:
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Launched weekly design office hours to promote UX/UI best practices and drive developer adoption.
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Led design discovery with tech leads to simplify workflows and reduce scope creep.
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Built a collaborative design roadmap aligning cross-functional teams on strategic goals.
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Co-led user empathy interviews to uncover pain points and inform design decisions.
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Contributed to standardized design patterns for consistent user experiences across platforms.
Outcomes:
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Adoption up: New design drove a +104% increase in unique users and +86% increase in repeat users, showing stronger engagement.
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Actionability up: Risk remediation jumped from 6 → 35, proving the redesign makes issues easier to understand and fix.
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Clarity up: Users say the experience is clearer, more cohesive, and easier to navigate with traffic lights and the drawer.
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"Steve stepped into a complex, feedback-starved engineering tool and immediately brought leadership. He unified Product and Engineering stakeholders, shifting the team’s view to see user design as critical to core product strategy, not just the interface. The result was a significantly more user-centric tool" – Bonnie Ferrara, UX Senior Manager
"Steve’s strategic approach allowed the team to take a step back and build a tool that is driven by user needs first, elevating the value of the tool for users. Steve’s strategic efforts aligned the team, including developers and the product owner, into one vision with the user at the center. Steve is skilled as a strategic thinker and diving deep into a problem space to inform the best solution, while gaining the client’s trust." ~ Sejla Petrovic (design partner at CapOne engagement)
Clinical Quality Tool Redesign
The Clinical Quality team managed case intake and review using a legacy, manual tool that was slow, error-prone, and unable to scale with growing operational demands. The process involved 16+ distinct clinical roles and was a bottleneck for efficiency and reporting, risking compliance and contract opportunities.
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Client: Optum Serve
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Role: Product Design and Strategy
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Collaboration / Stakeholders: Tech Product Owner, Product manager, and Design Executives.
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Outputs
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Led the redesign and modernization of the entire workflow, introducing automation and a user-friendly web interface.
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Applied Lean UX and service blueprinting, collaborating with cross-functional teams to ensure alignment with business and user needs.
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Delivered new screens and standardized components, and conducted frequent user testing in agile cycles.
Outcomes
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Cut medical record turnaround time by 3 days through streamlined digital submission—boosting operational efficiency and accelerating performance objectives.
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Increased electronic submission adoption by 13%, enabling faster, more reliable data delivery and improving quality indicator workflows.
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Reduced case intake time by 85%+ with a fully modernized Clinical Quality tool—unlocking major efficiency gains across 16+ distinct roles.
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Supported high-volume, enterprise-scale operations, including successful processing of 25k-page documents and achieving 5+ usability ratings from core users.
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"I’ve had the pleasure of working with Steve since I joined OS in August. From the start, Steve reached out to set up bi-weekly one-on-ones, which was immensely helpful as I was onboarding. His proactive approach made a strong impression, and his unique blend of skills—spanning UX design, product management, and UX research—has been invaluable in his role at OS" ` From Orhan Beckman - UX Principal at Optum Serve.
"Steve has been a great asset to the Product Team in 2024. He hit the ground running immediately when he started at Optum Serve, conducting knowledge transfers from Eileen. He works collaboratively with the Tech Product Manager and provides necessary resources in a timely fashion. Steve is known for his prompt communication and his thorough organization. He is truly a team player and asks questions in a productive manner. He has even helped bring a new Sr. Product Designer up to speed on the current VACCN work."
Feedback from Leslie Chandler - Talent Advocate, Product/UX, OSIT | Optum Serve.
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Highlights & Deep Dives
Project Highlights for snapshots of impact and Case Studies for deep dives into my design approach, challenges, delivery and outcomes in a presentation deck format.
All About Our Story
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This is the space to introduce visitors to the business or brand. Briefly explain who's behind it, what it does and what makes it unique. Share its core values and what this site has to offer.
