Jessica is currently a Senior Manager of Service Design at CVS Kidney Care working to build world class tools and services to facilitate the delivery of value-based care to kidney patients.
Jessica previously worked at the U.S. Digital Service working on modernizing the Medicare claims processing system, which pays for the healthcare of 40 million Americans, leading user research efforts on maternal healthcare to inform federal policy, and increasing transparency the asylum applicant experience.
As a service designer, she works to bridge the communication gaps between business disciplines in order to offer a seamless, valuable experience for the user by fostering empathy within project teams and creating visual representations of intangible experiences, processes, and systems to allow everyone to see how their work connects to the bigger picture. This work spans the digital, physical, and environmental realms.
She currently lives outside Seattle with her husband, son, and two cats and always has a new book to recommend.
Having a service perspective allows a designer to see how solutions fit into a larger, end-to-end picture so that a customer can enjoy a comprehensive and cohesive experience across a company’s various, multichannel touchpoints.
Design research needs spans the whole design process from exploratory, problem framing research to usability testing as a solution is being crafted. Strong principles and insights drawn from research can steer a project to success.
Taking insights and turning them into tangible solutions that people can use involves close attention to detail. Strong interaction design considers the content strategy, information architecture, and visual design.
Design work is never done solo. The design process requires input and collaboration with a wide variety of stakeholders. The ability to pull a team together and guiding them through the design thinking process is a crucial part of designing.