PRODUCT NARRATIVE CREATION

Communicating Complexity for SageSurfer

ROLE

UX/UI LEAD

Through the design and facilitation of a service blueprint workshop, I identified critical risks for both patients and caregivers, ensuring the platform safeguarded sensitive interactions. Additionally, I explored the specific needs of nurse practitioners and evaluated how well the platform supported their workflows. Based on the findings, I developed a clear communications narrative that SageSurfer has since leveraged in pitch decks, conference presentations, and promotional videos.

OUTCOMES

  • Risk Identification and Mitigation: The workshop that I led uncovered critical risk points for care coordinators. Through risk analysis I provided strategic mitigation approaches to enhance platform security and usability.

  • Strategic Messaging & Narrative Development: Using the outcomes from the workshop, I crafted a compelling, streamlined messaging strategy that has been adopted for SageSurfer’s pitch decks, conference presentations, and promotional materials.

  • Workshop design

  • Service blueprinting and risk evaluation

  • Communications strategy 

  • Graphic design and copy writing

STRATEGIC APPROACH

  • Service Blueprint Workshop: I designed and facilitated a user-centered workshop to identify HIPAA risks, pain points for non-professional users, and opportunities for improved user experience. Conducted with Loudon County care coordinators who manage cases on the platform, the workshop uncovered key HIPAA requirements and new opportunities for cross-collaboration amongst care-givers.

  • Risk analysis: I synthesized the workshop findings with an eye towards prioritizing HIPAA compliance and data security. The finalized recommendations highlighted the tension between hard-copy requirements for HIPAA and digital archiving on Sage Surfer’s platform and provided recommendations to resolve the conflicting imperatives.

  • Narrative simplification and Copy Writing: Using the workshop outcomes, I distilled complex healthcare processes into relatable, persona-based stories that effectively communicated how mental health professionals, care recipients, and their families would use the platform.

ADDITIONAL PROJECTS

Virginia’s Loudon County government partnered with SageSurfer to develop Collaborative Care Connection, an online platform designed to provide comprehensive mental healthcare support to youth by connecting key adults in their treatment plan. SageSurfer engaged me to assess the platform’s beta version, identifying potential HIPAA risks and opportunities to enhance collaboration among Wrap-Around Process team members.