Lead Optum/United Healthcare RX's  Shift to AI Voice technology. 

Challenges Faced and Overcome:

As the inaugural designer for United Healthcare's AI RX system, I embraced the unique opportunity to shape the future of healthcare through innovative design. My role presented a multitude of challenges that required not only my expertise in design but also a keen understanding of organizational dynamics and a diplomatic approach to change.

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1. Pioneering in Uncharted Territory:

Being the first designer for the AI RX system meant navigating uncharted waters. The absence of a pre-existing framework or guidelines demanded a proactive and pioneering mindset. I had to forge a path for design within the organization, establishing a solid foundation for future endeavors.

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2. Designing in the Absence of a Structural Blueprint:

One of the primary challenges I encountered was the absence of a structured design framework. In the absence of established guidelines, I took the initiative to create a cohesive design system from scratch. This required a deep dive into the intricacies of the AI RX system and a thorough understanding of user needs, ensuring that the design not only met but exceeded expectations.

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3. Resistance to Change from Traditionalists:

Introducing a paradigm shift in design always comes with its share of challenges, especially when met with resistance from those accustomed to traditional methodologies. The old guard's skepticism toward embracing new design principles posed a significant hurdle. Addressing this challenge involved not just demonstrating the benefits of the new system but also fostering a culture of open communication and collaboration.

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4. Establishing AI Rules for a Legacy System:

Dealing with a legacy system, rooted in traditional approaches, posed unique challenges. I had to carefully integrate modern AI principles into an aging infrastructure without compromising the system's integrity. This process involved meticulous planning, strategic implementation, and continuous refinement to ensure seamless integration and optimal performance.

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5. Navigating Lack of Oversight:

Being entrusted with the responsibility of designing without direct oversight necessitated a high level of autonomy and self-driven initiative. While it provided creative freedom, it also required a disciplined approach to project management and the ability to make informed decisions independently.

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6. Balancing Innovation with Respect for Tradition:

Achieving the delicate balance between innovation and honoring established traditions within Optum/United Healthcare was paramount. Recognizing the value of the organization's legacy while driving design evolution demanded a diplomatic and tactful approach. This involved engaging stakeholders in constructive dialogue and showcasing the positive impact of the proposed changes.

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7. Spanish designed by the Spanish-Speaking Community

One of my proudest accomplishments was designing Optum’s first Spanish IVR on Genesys. This initiative combined my love for language with my design skills, creating features like identity authentication and intent classification to ensure that Spanish-speaking users felt understood and valued.

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In overcoming these challenges, I not only established a robust design foundation for the AI RX system but also contributed to fostering a culture of innovation within Optum/ United Healthcare. My experience reflects a commitment to excellence, adaptability, and a deep respect for the organization's rich history.

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​​​Collaboration: The Heart of My Work

Collaboration is the harmony that drives successful projects, and I thrived in this environment at Optum. I worked closely with stakeholders and cross-functional teams, building relationships based on trust and respect. My project management skills allowed me to gracefully navigate competing priorities to ensure every voice in the room was heard.

I utilized a variety of communication methods tailored to the audience—whether it was a quick Teams message for urgent updates or a detailed presentation for stakeholders. My ability to assess challenges and pivot when necessary was key to our success.

 

Lessons Learned and Looking Ahead

Throughout my journey, I’ve come to value self-awareness. While I recognize my strengths in design thinking and empathy, I also understand that growth is a continuous process. My experiences have taught me the importance of patience and adaptability—qualities that I bring to every project.

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As I look to the future, I am excited about the limitless possibilities in Conversational AI. With each project, I aim to create delightful experiences that resonate with users, like a beautifully composed symphony.