Kaiser Permanente
Enterprise UX at 70,000-person scale
I helped modernize Kaiser Permanente’s internal ServiceNow experience—turning a fragmented portal into a clearer, accessible system for more than 70,000 employees.
Making the complex understandable.
Kaiser’s employees depended on a dense service portal constrained by ServiceNow, HIPAA requirements, legacy patterns, and years of accumulated design debt. The work began with a WordPress-to-ServiceNow migration, then expanded into a multi-year product and design-system transformation.
Direction with hands-on depth.
I set UX direction, mapped journeys and information architecture, facilitated cross-functional decisions, designed reusable patterns in Figma, built custom AngularJS/HTML/CSS interfaces, and partnered with product managers and developers through handoff and release.
Designed to work beyond one screen.
The program evolved from foundational migration work into Redesign 2.0: a modular, tokenized design system; responsive service experiences; a custom icon library; clearer navigation and request flows; accessible error states; and a conversational support experience aligned to the larger platform.
Evidence that the work moved things forward.
- 60% reduction in support tickets reported after the redesign
- 40% improvement in design and development efficiency
- 15% increase in employee satisfaction
- A scalable system that reduced design debt and aligned distributed teams
From thinking
to shipped work.
Process, systems, and final executions from the original case study.
