During the summer of 2020, I had the opportunity to work at Florida Blue as a virtual, remote UX Intern on the Customer Experience (CX) team. I gained a wealth of exposure to a broad range of projects and customer journey stages, as well as industry experience in multiple stages of the design process and project logistics.
While I cannot share project content on my website, I have provided a brief overview below and would be happy to discuss my work at a high-level in an interview setting.
Qualitative Research
During the course of my internship, my team conducted two major qualitative research studies regarding internal employee onboarding processes, as well as customer journeys involving advance care planning. I supported these initiatives through note taking, research synthesis, persona design, customer journey mapping, as well as identifying business opportunities.
Usability Testing
We supported the Digital CX team in usability testing of several user flows on their recently redesigned member portal. I also translated Florida Blue's new design language into an Adobe XD components library template for future use across teams.
Conceptual Design
I designed mid-fi concept screens and micro-interactions for the implementation of virtual health services, as well as Florida Blue's member rewards system. I saw these through to usability testing and was also involved in the synthesis of the findings from those tests.
