Company
Sotera health
Nelson labs
Role
Senior UX Designer - Design Systems
Expertise
Healthcare Tech
Year
2023
AI onboarding for laboratory testing
AI onboarding for laboratory testing
Sotera health/Nelson labs
Over the past five years, I have led the creative development for some of the largest accounts in the highly regulated pharmaceutical industry.
Human-centered design
Human-centered design
Company
Sotera Health
Sotera Health
Role
User Experience Designer - UI
Expertise
Laboratory Tech
Year
2024
2024
AI onboarding
Laboratory testing
Sotera health
Nelson labs
Human-centered design
0I SITUATION
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Introduced Design Thinking methodologies and conducted collaboration sessions with non-digital stakeholders, enabling them to adapt to new tools and make decentralized decisions.
Led a Design Sprint to align the internal development team (23 developers) on a user-centric approach, integrating the customer journey into the digital experience.
Developed a cloud-based AI voice assistant, embedded into our Figma-based design system and integrated with React.js and Dialog AI agent, to provide real-time assistance and personalized guidance.
02 TASK
02 TASK
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
Introduce Figma-based research methods to analyze user behavior and friction points.
Redesign the onboarding flow with a focus on seamless digital interactions.
Establish a scalable design system that ensured UI consistency across AI-powered interactions and the Customer Portal.
03 ACTION
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
User Research & Journey Mapping
Conducted Figma-based usability testing, leveraging interactive prototypes to identify friction points.
Mapped out the sponsor journey, pinpointing where users dropped off and restructured the onboarding flow accordingly.
AI Integration & UI Optimization
Designed a cloud-based AI voice assistant embedded in the Figma-based design system, integrated with React.js and Dialog AI.
Developed context-aware AI interactions to proactively assist sponsors, answer questions in real-time, and guide them through the necessary steps.
Design System & Developer Collaboration
Built reusable UI components in Figma, ensuring consistency and smooth handoff to developers.
Optimized information architecture and navigation, making key onboarding steps more intuitive and reducing user confusion.
A/B Testing & Continuous Iteration
Conducted A/B testing to compare AI-driven onboarding versus traditional manual support.
Gathered stakeholder feedback and iterated based on real-time data insights.
04 RESULT
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
Reduced onboarding activation time from 34 days to just 4 days, significantly increasing efficiency.
Increased conversion rates by proactively engaging sponsors before they dropped off.
Eliminated months-long delays in manual scheduling by offering instant AI assistance.
Boosted revenue through AI-driven cross-selling, recommending relevant certified chemicals and bundled services.
Enhanced stakeholder adoption of digital tools, empowering non-digital teams to embrace decentralized decision-making.
FFFFFF
Company
Sotera health
Nelson labs
Role
Senior UX Designer - Design Systems
Expertise
Healthcare Tech
Year
2023
AI onboarding for laboratory testing
AI onboarding for laboratory testing
Sotera health/Nelson labs
Over the past five years, I have led the creative development for some of the largest accounts in the highly regulated pharmaceutical industry.
Human-centered design
Human-centered design
Company
Sotera Health
Sotera Health
Role
User Experience Designer - UI
Expertise
Laboratory Tech
Year
2024
2024
AI onboarding
Laboratory testing
Sotera health
Nelson labs
Human-centered design
0I SITUATION
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Introduced Design Thinking methodologies and conducted collaboration sessions with non-digital stakeholders, enabling them to adapt to new tools and make decentralized decisions.
Led a Design Sprint to align the internal development team (23 developers) on a user-centric approach, integrating the customer journey into the digital experience.
Developed a cloud-based AI voice assistant, embedded into our Figma-based design system and integrated with React.js and Dialog AI agent, to provide real-time assistance and personalized guidance.
02 TASK
02 TASK
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
Introduce Figma-based research methods to analyze user behavior and friction points.
Redesign the onboarding flow with a focus on seamless digital interactions.
Establish a scalable design system that ensured UI consistency across AI-powered interactions and the Customer Portal.
03 ACTION
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
User Research & Journey Mapping
Conducted Figma-based usability testing, leveraging interactive prototypes to identify friction points.
Mapped out the sponsor journey, pinpointing where users dropped off and restructured the onboarding flow accordingly.
AI Integration & UI Optimization
Designed a cloud-based AI voice assistant embedded in the Figma-based design system, integrated with React.js and Dialog AI.
Developed context-aware AI interactions to proactively assist sponsors, answer questions in real-time, and guide them through the necessary steps.
Design System & Developer Collaboration
Built reusable UI components in Figma, ensuring consistency and smooth handoff to developers.
Optimized information architecture and navigation, making key onboarding steps more intuitive and reducing user confusion.
A/B Testing & Continuous Iteration
Conducted A/B testing to compare AI-driven onboarding versus traditional manual support.
Gathered stakeholder feedback and iterated based on real-time data insights.
04 RESULT
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
Reduced onboarding activation time from 34 days to just 4 days, significantly increasing efficiency.
Increased conversion rates by proactively engaging sponsors before they dropped off.
Eliminated months-long delays in manual scheduling by offering instant AI assistance.
Boosted revenue through AI-driven cross-selling, recommending relevant certified chemicals and bundled services.
Enhanced stakeholder adoption of digital tools, empowering non-digital teams to embrace decentralized decision-making.
FFFFFF
Company
Sotera health
Nelson labs
Role
Senior UX Designer - Design Systems
Expertise
Healthcare Tech
Year
2023
AI onboarding for laboratory testing
AI onboarding for laboratory testing
Sotera health/Nelson labs
Over the past five years, I have led the creative development for some of the largest accounts in the highly regulated pharmaceutical industry.
Human-centered design
Human-centered design
Company
Sotera Health
Sotera Health
Role
User Experience Designer - UI
Expertise
Laboratory Tech
Year
2024
2024
AI onboarding
Laboratory testing
Sotera health
Nelson labs
Human-centered design
0I SITUATION
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.
Introduced Design Thinking methodologies and conducted collaboration sessions with non-digital stakeholders, enabling them to adapt to new tools and make decentralized decisions.
Led a Design Sprint to align the internal development team (23 developers) on a user-centric approach, integrating the customer journey into the digital experience.
Developed a cloud-based AI voice assistant, embedded into our Figma-based design system and integrated with React.js and Dialog AI agent, to provide real-time assistance and personalized guidance.
02 TASK
02 TASK
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:
Introduce Figma-based research methods to analyze user behavior and friction points.
Redesign the onboarding flow with a focus on seamless digital interactions.
Establish a scalable design system that ensured UI consistency across AI-powered interactions and the Customer Portal.
03 ACTION
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.
User Research & Journey Mapping
Conducted Figma-based usability testing, leveraging interactive prototypes to identify friction points.
Mapped out the sponsor journey, pinpointing where users dropped off and restructured the onboarding flow accordingly.
AI Integration & UI Optimization
Designed a cloud-based AI voice assistant embedded in the Figma-based design system, integrated with React.js and Dialog AI.
Developed context-aware AI interactions to proactively assist sponsors, answer questions in real-time, and guide them through the necessary steps.
Design System & Developer Collaboration
Built reusable UI components in Figma, ensuring consistency and smooth handoff to developers.
Optimized information architecture and navigation, making key onboarding steps more intuitive and reducing user confusion.
A/B Testing & Continuous Iteration
Conducted A/B testing to compare AI-driven onboarding versus traditional manual support.
Gathered stakeholder feedback and iterated based on real-time data insights.
04 RESULT
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:
Reduced onboarding activation time from 34 days to just 4 days, significantly increasing efficiency.
Increased conversion rates by proactively engaging sponsors before they dropped off.
Eliminated months-long delays in manual scheduling by offering instant AI assistance.
Boosted revenue through AI-driven cross-selling, recommending relevant certified chemicals and bundled services.
Enhanced stakeholder adoption of digital tools, empowering non-digital teams to embrace decentralized decision-making.
FFFFFF