CHS

My Profile Redesign

Overview

This project began as a school assignment in which I partnered with Joel Luedke, my former preceptor in the athletic training program, to redesign the Clinically Pressed website—then a simple podcast platform. At the time, Clinically Pressed was transitioning into a non-profit organization and looking to update their site on a limited budget. After the academic portion concluded, I stayed on as a member of the board of directors, continuing to advocate for athletic training while leading UX/UI efforts. I designed and launched a new WordPress website and have continued to maintain and grow it, regularly adding new content and features as the organization evolves.

Problem

The original Edit Registration experience was difficult for users to navigate and lacked clarity, leading to incomplete tasks and increased reliance on support. In addition, inconsistent UX/UI patterns and misaligned CHS branding contributed to user confusion and a lack of trust in the interface.

Value Statement

The redesigned My Profile experience provides users with a clearer, more intuitive way to manage their account information, reducing confusion and support needs. By aligning with CHS branding and design standards, it builds trust, improves usability, and lays the foundation for scalable, self-service features.

Impact

The updated My Profile design resulted in a 67% increase in customer satisfaction, highlighting major improvements in usability, clarity, and overall user experience. The redesign also revealed opportunities for future enhancements and additional feature development.

  • Roles

    User Research

    Prototyping

    UX Review

    User Testing

  • Team Members

    Product Owner: Carly Graves

    Technical Lead: Nu Maniphanh

    Engineer Lead: Anthony Larson

    Developers: Xavier Thurman & John Bielejeski

    Business Analysts: Amy Belisle & Kari Ripperger

    Quality Analyst: Kranti Vennu

  • Tools Used

    Figma

    Miro

    Azure DevOps

    Microsoft Teams

01 Discovery

User testing was not performed, as formal research practices had not yet been established within the CIAS team.

Approach

In the absence of direct user input, the team relied on:

  • Heuristic evaluation to identify usability issues.

  • Competitive analysis to understand common patterns.

  • UX best practices to guide design decisions and reduce risk.

Heuristic Analysis

Uncovered pain points such as:

  • Unclear navigation

  • Inconsistent labeling

  • Misaligned CHS branding and UI elements

  • Missing feedback during key user actions

Competitive Analysis

Focus Areas:

  • Profile layout and organization

  • Labeling and terminology

  • Editability and user control

  • Visual hierarchy and accessibility

02 Ideation

Sketching

Design phase focused on quickly exploring multiple solutions through sketching. This helped save time by working through ideas before moving into wireframing and prototyping in Figma.

Figma Wireframing

  • Mid-fidelity: Focus on layout, content hierarchy, and interactions

  • High-fidelity: Apply visual design, branding, and UI components

  • Prepare for prototyping and stakeholder review

Development Meeting

  • A working session with developers to review proposed designs, align on feasibility, and define scope for the first release.

  • Context:

    • This was the first time a UX designer was embedded with the team, so collaboration practices were still evolving. Ideally, this meeting would have happened earlier in the process.

  • What was the outcome?

    • Reviewed full feature set based on UX best practices.

    • Discussed technical constraints and backend functionality.

    • Prioritized initial focus on:

      • Contact Information

      • Applications

      • Security

      • Aligned on a phased approach, allowing future enhancements

03 Creation

Figma Wireframes - Iterations

Updated wireframes in Figma based on development feedback, technical constraints, and refined scope.

  • Adjust designs to reflect what’s feasible for MVP.

  • Align more closely with backend functionality.

User Flows

Produced user flow diagrams for each section of the user profile:

  • My Profile

  • Applications

  • Security

Figma Prototype

  • Demonstrate how the user profile flows work.

  • Support stakeholder reviews and internal alignment.

  • Prepare for future usability testing.

Mobile Designs

  • Ensure a consistent and accessible experience across screen sizes.

04 Development

Developer Handoff

Dev Mode in Figma was not yet available to our team, so design files included more detailed annotations and documentation to ensure clarity.

  • Final Figma files with specs and components

  • Annotated flows and interactions

  • Mobile and desktop variations

  • Supporting documentation for behavior and logic

Iterations

Design updates made during development in response to newly discovered backend limitations and functionality.

  • Community Manager emails

  • Text field boxes

  • Additional error messaging

Additional Features

New functionalities introduced as part of the updated user profile experience.

  • Change Password: Users can update their password directly within the Security section.

  • Contact Us Modal: Users can share feedback through a built-in modal, helping the team gather insights.

UX Review

Collaborated with developers to resolve design discrepancies before handing off to QA for final testing.

05 User Research

A/B Usability Test

A comparative usability test between the original Edit Registration design and the updated My Profile experience.

  • Created research script and recruited customers for virtual sessions.

  • Analyzed recordings and transcripts to identify pain points.

  • Synthesized findings into an affinity diagram.

  • Ideated solutions and designed potential improvements.

  • Shared findings with the team to prioritize features for this version and future consideration.

Data

Edit Registration Tasks

  • 0/5 users completed both tasks

My Profile Tasks

  • 5/5 completed Change Phone Number

  • 3/5 completed Add MyCHS

    • 2 users relied on familiarity from the earlier version

7 Point Scale

  • Each experience was rated on a scale of 1 to 7 across seven categories: Findability, Fulfillment, Intuitiveness, Usefulness, Satisfaction, Appeal, and Look & Feel.

  • The overall user experience score improved 67% with the updated version of My Profile.

Key Insights

Improvements:

  • Phone number update issues in Edit Registration were resolved in My Profile.

  • Digital Access showed minimal improvement and will be addressed in future updates.

  • Recommend adding confirmation snack bars for all successful updates.

Requested Features (Out of Scope):

  • Account Authority

  • Business Registration Notification

  • Communication Preferences in My Profile

  • Personalized Dashboard in Portal

06 Product Release

Outcome

  • Successful release with no deployment issues

  • Product release slide deck was then shared with community managers and stakeholders to communicate new features and functionality.

Key Insights After Release

  • Users misused the Contact Us modal for service requests.

    • Updated to a Feedback Modal to better align with the intended purpose and reduce support overhead.

  • Users need a clear way to access My Profile from MyCHS and CHS Connect.

    • This navigation gap was known and is already in the backlog for those teams to add a link in the profile dropdown menu.

07 Future Improvements

Goal

Continue evolving the profile experience to better meet user needs and system requirements

Planned Features

  • Improved Digital Access page and request flow

  • Support for multiple phone numbers

  • Replace username with email address as the primary login credential

  • Restrict editing of email address

  • Manage MFA settings

08 What We Learned

Takeaways

  • Early collaboration with developers improves alignment and reduces rework. Weekly “Pentagon” meetings (PO, UX, Tech Lead, Engineer Lead, Scrum Master) have been introduced to support this.

  • User research and testing uncover valuable insights. Conducting research early and throughout the process saves time and effort during development.

  • UX reviews before QA handoff reduces testing effort and catch issues earlier. UX review checkpoints are now part of the standard workflow.

Moving Forward

  • These lessons are shaping more efficient workflows, stronger collaboration, and a more consistent UX process across the team.

Testimonial

Carly Graves, Product Owner

“Allison is a top-notch designer! She joined my team as the first UX designer in a security space at CHS. We knew we needed someone on the team to help guide the customer experience, but Allison quickly exceeded every expectation—and I know our product is so much better because of her. She took a complex customer registration and access fulfillment process and transformed it into an intuitive experience that our customers enjoy (and the data shows, a 67% increase is customer satisfaction!). She has been a driving force for connecting with customers and building security products that protect our customers without adding friction to their day.

Allison is more than a UX designer - she is thoughtful, collaborative teammate and brings a ton of positive energy to our space! Her impact on my team and on UX at CHS will be long-lasting!”