a look at my recent work

Overview and Challenge

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MyVisit™ is LifeLabs’ at‑home appointment platform, enabling customers to schedule visits from mobile lab technicians for medical sample collection. The product was originally built by an external vendor, complete with its own UX and engineering teams. I initially joined as the internal subject‑matter expert responsible for ensuring the vendor’s work aligned with LifeLabs’ brand, accessibility standards, and long‑term product direction. This included reviewing booking flows, validating interaction patterns, and maintaining visual and behavioural consistency across the platform.

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When the vendor contract ended, the design function transitioned fully in‑house. I assumed end‑to‑end ownership of the product’s design direction during an active development cycle, while simultaneously onboarding a new vendor and engineering team. This required rapidly absorbing the existing design system, understanding technical constraints, and establishing continuity so the product could continue evolving without disruption.

 

To support the next phase of development, I produced high‑fidelity Figma mockups using the vendor‑established design system while extending it to meet new business requirements. My work focused on several strategic enhancements, including:

• Introducing pricing tiers (“Standard” and “Select”) to support differentiated service levels and future monetization strategies

• Designing discount code functionality to enable promotional campaigns and improve customer acquisition

• Creating comprehensive error states and edge‑case scenarios requested by IT to improve system resilience and reduce support overhead

• Ensuring all new components and flows remained fully consistent with the existing system while identifying opportunities for future scalability

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This work not only ensured continuity during a critical vendor transition — it also strengthened internal ownership of the product, stabilized the design foundation, and positioned MyVisit™ for future enhancements and expansion across LifeLabs’ digital ecosystem.​

Accessibility Criteria​​

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Our goal was to ensure that people using assistive technologies—such as screen readers, speech output tools, keyboard navigation, and screen‑magnification software—could navigate and interact with our web applications smoothly when booking or reviewing their MyVisit appointments.

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To support this, I created a new prioritization criterion specifically for accessibility bugs. I reviewed the existing IT severity model and adapted it to reflect the real‑world impact on users with disabilities. I defined clear thresholds for each category. For example, any issue that prevented a customer from progressing through the appointment‑booking flow was classified as critical, ensuring it received immediate attention.​

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The initial WCAG accessibility score during development was 74.14%. After implementing the new prioritization criteria and reclassifying accessibility issues, the project achieved a 92.8% compliance score by launch.

Outcomes​​​​

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• Year‑over‑year volume growth increased from 4% before launch to 16% after introducing the MyVisit Standard tier.

• Achieved 88% likelihood to repurchase and an NPS of 82, indicating strong customer satisfaction and loyalty. 

• Continued strong performance with 33% year‑over‑year revenue growth.