Kaiser Permanente

Kaiser Permanente is one of the largest integrated healthcare providers in the United States, delivering comprehensive medical services, insurance coverage, and innovative healthcare solutions. As a leader in patient-centered care, Kaiser Permanente leverages technology to enhance efficiency, accessibility, and user experience across its digital platforms.

During my time at Kaiser Permanente, I focused on two key areas:

  • Pharmacy Experience – Improving the usability, accessibility, and efficiency of the pharmacy platform to streamline prescription management and medication fulfillment for patients.

  • B2B Payment Services – Enhancing the payment processing experience for healthcare providers and business partners, ensuring seamless and compliant transactions.

My Role

As a Senior User Experience Designer, I was responsible for defining the scope, strategy, and design execution for key initiatives within Kaiser Permanente’s pharmacy experience and B2B payment services. My role required a balance of immediate problem-solving and long-term strategic planning, ensuring that our solutions were both practical for current needs and scalable for future growth.

I worked closely with the product and development teams to:

  • Align on business objectives and technical feasibility, ensuring that our designs supported both user needs and enterprise goals.

  • Develop a dual-phase approach, designing short-term solutions for immediate impact while mapping out a long-term vision for an optimized user experience.

  • Streamline workflows and enhance usability, making complex healthcare and payment processes more intuitive for both patients and business partners.

Products

Conclusion

My time at Kaiser Permanente was a positive and enriching experience, allowing me to work on complex, high-impact healthcare solutions while growing as a UX designer. Through my work on pharmacy services and B2B payment systems, I gained valuable insights into designing for scalability, compliance, and accessibility in a healthcare setting.

One of the most impactful aspects of my role was learning about design systems and ADA compliance. Kaiser Permanente’s rigorous design and accessibility reviews reinforced the importance of inclusive, user-friendly experiences that meet WCAG and ADA standards, ensuring that all users—regardless of ability—could navigate and use the platform with ease.

This experience strengthened my ability to collaborate across teams, balance business goals with user needs, and design for enterprise-scale challenges. My time at Kaiser Permanente not only contributed to meaningful improvements in healthcare technology but also helped me refine my approach to creating accessible, user-centered digital experiences.