Project Overview
Designing Responsive, Accessible, and Intuitive Healthcare Journeys
As part of Kaiser Permanente's mission to provide affordable, high-quality care to its members, I led UX efforts to modernize several core sections of the member experience on kaiserpermanente.org. My work focused on improving engagement, accessibility, and ease of use across responsive web and mobile platforms.I designed and delivered high-impact flows including Join KP enrollment (Shop Plans) and Pharmacy (Rx Transfer and Order), shaping intuitive healthcare journeys that empower users to access and manage their care with clarity and confidence.
Welcome to Kaiser Permanente Homepage
Pharmacy - Transfer RX User Flow Sample
I designed an intuitive and editable system for new Kaiser Permanente members to facilitate the transfer of their current medical prescriptions to Kaiser’s pharmacy system.
Pharmacy - RX Order Cart User Flow Sample
My Role
Senior UX/UI Designer · IA Specialist · Design Systems Contributor
As a Lead UX Consultant, I owned the full UX lifecycle for multiple member-facing initiatives. Responsibilities included:
As a Lead UX Consultant, I owned the full UX lifecycle for multiple member-facing initiatives. Responsibilities included:
• Creating sitemaps, user flows, wireframes, and prototypes
• Leading UX research and testing strategy in partnership with product managers
• Designing responsive web and mobile-native flows
• Contributing UI patterns and accessibility guidelines to the KP Digital Product Style Guide
• Collaborating daily with content strategists, engineers, researchers, and stakeholders
• Presenting to senior leadership for alignment, feedback, and approvals
• Ensuring compliance with WCAG 2.0 accessibility, legal, and regulatory requirements
Pharmacy - RX Order Cart Prototype (Demo for User Testing)
Her curiosity and instinctive questions regarding functionality and design helped to save time and push projects along. She is a dedicated hard worker with a positive attitude. If something doesn’t seem right, she isn’t afraid to speak-up and influence change.
Heather Angelone, User Experience Senior Manager
KP Mobile Flagship App - UX Pharmacy Flow
Results
• Launched responsive, WCAG-compliant designs across critical user journeys— Join KP, Quote & Enroll, & Pharmacy
• Delivered a 140-page UX wireframe system used as a foundational reference across the enterprise
• Delivered a 140-page UX wireframe system used as a foundational reference across the enterprise
• Set the UI design foundation for Kaiser Permanente's new website and contributed reusable UI components to KP’s design system—extending consistency across future initiatives
• Improved usability for key pharmacy workflows—e.g. Rx Transfer, Rx Order Cart
• Helped streamline quote, enrollment, and prescription tasks for both new and existing members
• Improved usability for key pharmacy workflows—e.g. Rx Transfer, Rx Order Cart
• Helped streamline quote, enrollment, and prescription tasks for both new and existing members
Get a Quote Userflow - UX Wireframe Sample (Desktop & Mobile)
The Challenge
Kaiser Permanente’s digital member experience needed to evolve with growing user expectations and mobile-first behaviors. Key challenges included:
• Fragmented navigation and unclear entry points for joining, transferring prescriptions, or comparing plans
• Existing designs lacked mobile optimization, scalable UI patterns, and consistency across journeys
• Accessibility compliance was uneven—issues with color contrast, semantic structure, and content legibility required a comprehensive audit and adjustment to meet WCAG 2.0 standards
• The Pharmacy flow in particular was complex and required seamless integration with backend systems
• Multiple teams across legal, medical compliance, and marketing required alignment and input
Insights & Reflections
Clarity builds trust. In healthcare, transparency and ease of use are essential to support informed decisions.
Accessibility is not optional. Improving contrast, legibility, and semantic structure helped reduce friction and expand reach.
Design systems save time. Embedding reusable components ensured long-term scalability across future product launches.
Cross-functional alignment is critical. Working closely with research, product, legal, and engineering helped balance experience design with regulatory requirements.
User empathy is everything. For members navigating complex life moments (new coverage, prescriptions), the experience must be simple, clear, and human-centered.
Accessibility is not optional. Improving contrast, legibility, and semantic structure helped reduce friction and expand reach.
Design systems save time. Embedding reusable components ensured long-term scalability across future product launches.
Cross-functional alignment is critical. Working closely with research, product, legal, and engineering helped balance experience design with regulatory requirements.
User empathy is everything. For members navigating complex life moments (new coverage, prescriptions), the experience must be simple, clear, and human-centered.
