Growth problems
1,800 providers preferred using paper to submit their forms and invoices. Our challenge was to get them to opt-in to use our digital tools. Identified friction points to increase digital adoption.
Digital invoicing tool – Built 5 features that reduced user journey from 11 to 5 steps to scale digital invoicing experience to key provider groups increasing app usage by 60% & saving $200K in manual data entry costs.
Digital form intake – Applied design/UX methodologies that support valid form submissions & minimal user cognitive load to decrease phone calls by 30% & improve NPS scores by 25%.
Retention – Drove growth strategy by deploying an RFM model to inform a multi-channel marketing campaign retaining 78% of high at-risk users.
Innovation problems
Platform/ B2B product – Raised $80K to drive channel expansion strategy. Drove the development & adoption of our API platform across 5 EMRs enhancing provider experience for 70% of the market & improving operational data through strategic partnerships. The following demo shows a successful integration with our pilot EMR vendor OSCAR where providers are able to directly share their invoicing information with WorkSafeBC – without leaving their clinical workflow or doing redundant work.
Referral Radar – Built AI agents with a mind map interface that visualizes causal relationships to make timely & accurate healthcare program recommendations saving ~ 20M in claim costs (finalist amongst 29 projects for ‘Team Process Transformation’ org awards)
Innovation pilot – Designed experiments for a remote inspections app to achieve product-market fit & inform roadmap decisions for growth.
Launched a performance analyzer tool to forecast organic search performance with ~85% accuracy & inform SEO strategy (innovation pilot).
Data problems
PostHog Implementation for key projects –
Impact classification dashboard – Analyzed VOC data with SQL & led MVP of AI-powered PowerBI dashboard to improve service delivery.
SQL based PowerBI dashboard – Used data modelling to identify 11.70% as the avg. yearly churn rate & launched an internal dashboard identifying churn causes.
Identity & Access Management problem
Led critical replacement of decommissioned government-provided authentication system to ensure uninterrupted access to referral & claims data for 1800 healthcare providers.
Achieved 0% downtime, 85% user migration pre-deadline, and 92% login success rate post-launch.
Coordinated resources from marketing & comms to deliver targeted provider outreach & support workplans, reducing transition friction across the platform.
Strategy consulting
Managed a portfolio of clients for 180 Degrees Consulting offering services for
1. FTC Solar – Co-authored a policy whitepaper analyzing global photovoltaic strategies across industrialized & emerging economies; identified key drivers, policy barriers, & strategic recommendations to accelerate solar adoption. [http://hdl.handle.net/2429/82153]
2. Open Primaries – Designed a cost-effective, data-driven marketing strategy with a toolkit of alternative outreach channels & state-specific implementation plans. Optimized conversion funnels to reduce bounce rate by 37% to double subscriptions.