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Process

Feature / Dignity Health Online Waiting Room Process

I was brought on to work on all of Dignity Health’s digital needs. My responsibilities included content strategy, UX recommendations, and improving the consistency and quality of the Dignity Health enterprise website. Dignity Health provides it’s patience with quality care and compassion. That’s why it’s important to consistently keep pushing for better, faster, and easier solutions for patients.

The Online Waiting Room is a digital tool for patients to set up Urgent Care and Emergency Care appointments easily from the comfort of your home. Our goals was to reduce any friction a patients may experience using the Online Waiting Room and educate patients who don’t know when to seek Urgent Care or Emergency Care.

In the beginning, the tool was difficult to find, it was hard to identify an Urgent Care facility from a Emergency Care, and the visual hierarchy made it frustrating to scan in a high pressure situation.

Since the tool needs to be accessible in an emergency, we elevated the tool’s prominence consistently across each facility site. We reduced the number of steps it takes to set up an appointment. We made the tool accessible on the DH enterprise site. We made it easy for patients to self-identify which facility is best for their medical needs and filter options by Urgent Care and Emergency Care facilities. We also made our tool accessible on for tablet and mobile, so patients can seek help quickly on the go.


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Feature / Dignity Health, Health Matters Newsletter Template

We went through several iterations of the Health Matters Newsletter for Dignity Health. We worked with Dignity Health’s partner, Health Grades, to create a newsletter for optimum viewing. Here’s the final design.


Dignity Health Health Matters Newsletter Design
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Feature / Guest On-boarding

I was hired by Holografik to work on Airbnb’s host and guest on-boarding flow. Being that Airbnb is a well-established company with a ton of research behind their user engagement, we were able to make hyper calculated design decisions. This was a huge step for me. Up until this point, I had only worked on projects that I was able to offer my recommendation based on best practices, past experiences, and small focus group feedback. Airbnb was different. We had quantifiable data that we could used to inform our product design choices.

During this time, data showed that hosts favored guests with photos over guests without, which resulted in more successful transactions. We also knew that guests that offered more information about themselves and their trip also lead to more successful transactions. Alternatively, some users choose not to add a profile photo because it might hurt their chances of a successful booking because of biased prejudices. This fear was warranted. Studies showed that specific demographics, like African Americans and Senior citizens, earned the least bookings through Airbnb.

Based on our findings, we created a unique set of goals. We needed to simplify the guest on-boarding flow, while making it easy for users to divulge bit sized pieces of information that would help hosts pre-screen guests and make informed decisions when accepting a booking request. At the same time, we need to be sensitive about the kinda of information we require users to submit. We cannot make submitting sensitive information, like adding a profile photo, mandatory.

In the images below you can see, we explored three main entry points for guest-onboarding: Sign Up, Request to Book, and contact host. With each entry point, we concepted 3-4 user flows for A/B testing. Along with the on-boarding flow, we also had to consider how these new elements would integrate with the profile page that would house the information that we wanted to collect.

Screen Shot 2017-06-06 at 9.22.21 AM Screen Shot 2017-06-06 at 9.22.30 AM We designed near term and future forward ideas that could be developed in phases:

Airbnb_Contact_Host_07 Airbnb_Contact_Host_02 Airbnb_Contact_Host_03 Airbnb_Contact_Host_04 Airbnb_Contact_Host_05 Airbnb_Contact_Host_06 Airbnb_Contact_Host_01

We created multiple guest on-boarding flows for A/B testing:

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We also explored how to incorporate these elements on the profile page in the instance that a user skipped these steps in the main on-boarding flow.

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Ultimately, some components were implemented, others were cut, and some idea still remain on the table.

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Feature / Getting Ultra Spec-ific

Luckily, design and prototyping software is getting really good at helping developers translate designs down to the pixel. However, from time to time, I’m asked to help teams get to that pixel perfect quality. I don’t think they know what they are in for because I can be a real stickler about this kinda stuff. This isn’t what I would call fun work, but hey I’m not leaving it up to chance. Heck no. You too Responsive, get in there. This level of polish requires a combination of dedication, patience, time, and money. Additionally, I think you need a team that respects the time it takes to achieve pixel perfect designs. Here’s how I like to spec designs.

First, I identify if a product should be mobile, tablet or desktop forward. I want to make sure I spend most of my time focusing on building a pixel perfect product for the browser size and device that will be used the most. In this case, we were designing for desktop first.

Generally, I like designing with patterns that developers can recognize. I set up a grid that works across common browser dimensions. Next, I create consistent spacing patters for margins, padding, and line spacing. If I use 30px between rows, I try to keep this as consistent as I can throughout the design system. Then, I identify when these spacing rules can be broken.

For fonts, I make a list of all the fonts being used and the styles for each h1, h2, h3, p tags and so on and so forth. Then, I create a guidelines that specify when the fonts should change in size for tablet and mobile devices. I develop alternative navigation menu designs for mobile and tablet designs. I create design templates that specify how elements on the page stack depending on browser width, as well as create guidelines that specify how images should be exported for retina display resolutions. Not every project requires this level of detail, but when I do have to do this kind of work…it’s on like Donkey Kong. I’ve been known to sit on the phone hours at a time working sifting through spacing issues until it’s just right. Don’t test me, I’ll know when something’s off by 8px. Best you believe me….

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Feature / RIP to all those sites that never saw the light of day.



Blackmarket was one of my all time favorite projects, but also one of my biggest failures. And here’s why…it never made it to market. That’s not to say that we didn’t build a pixel perfect product. Oh, we built it. This luxury editorial platform was fully functional on desktop, tablet, and mobile. Despite our best efforts and having the greatest team of talented people, this project got canned moments before our launch. RIP Blackmarket, RIP.

And to this day, I’m not entirely sure why the project never launched. I can only speculate, but I imagine that with a large team of executives, editorial writers, producers, developer, designers, illustrators, photographers, models, and distributors, there were many factors to consider throughout the process. I can only speak for my own short comings. At the time, the company I was working for didn’t have a full in-house product team. I came on as a freelance Design Director to help Red Paper Heart flush out all the designs for this site. An initiative that potentially could have taken 6mo. to build went on for a year and a half. Knowing all of the resources being poured into this project, I ask myself what I could have done differently to help push this site live.

Although, I wasn’t really in a position to make any executive decisions. I could have been more vocal about how we should launch our product without all the bells and whistles. I mean, we had a really good site. We had an MVP product and then some. We could have launched, but I helped my team indulge in creating intricate animations, extremely delicate illustrations, state of the art editorial content, and a really complex user experience. I could have pushed for “let’s just launch and add more as we go.” We had beautiful merchandise, a checkout system, and distributors. Boom. We could have gone live.

I get into this debate with myself about how I wasn’t hired on to push for an early launch and it’s up to the executives to decide how much they want to extend themselves. However, in the end, the decision to launch or not hurt me to. Working a year and a half with nothing to show for it was not good for business. I was hired to do a job and I did it, but I should have pushed harder. Maybe if I voiced my opinion early enough, I would be still working on Blackmarket.

Sigh. Well, here’s what remains of one of the most beautiful products I’ve had the pleasure of designing.







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Feature / Tim Burton @ the MoMA

It’s not everyday you get to be part of an effort for one of your favorite movie directors. With Big Spaceship, I had the honor of working with the MoMA and Tim Burton team to create a digital installation that would showcase many of Tim Burton’s works and exclusive video content for the Tim Burton Exhibition at MoMA in New York. Our mission was to create an experience that embraced many of the visual elements and themes we love across Tim Burton’s work, such as heavy light and dark contrasts, stop motion animation, hand-made environments, and nightmarish visual effects.

Here are a few design directions we explored:



Design: Sarah Calvillo

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Design: Dave Chau

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Design: Jay Quercia

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Ultimately, we moved forward with the staircase design. This direction was exciting for us because we got to make these stair cases by hand and and used stop motion techniques to achieve a Tim Burton-esque visual effect. We made 3 individual staircases the size of my torso and used stop motion to animate each one individually onto the scene. Then, we took all of our footage and brought it into After Effects to render all three staircases together in a single environment. This allowed us to create different transitions based on the user’s interaction on the site. We also added in background elements from Tim Burton’s work to make the transitions more eerie. For the UI elements, we used stop motion to create a hand drawn effect, which means each stroke was drawn in frame by frame.

BSS_process_2 Here’s a beautiful initial sketch by Jay Quercia, figuring out how the content might lay over the staircase.

BSS_process_1 Here are the three final stair cases, made of foam core and plaster.

BSS_process_3 Here’s how the final product turned out.

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Be sure to check out Tim Burton @ the MoMA

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Feature / Her Eyes

Feature / Uncharted
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Uncharted

Oil on canvas, 11″ X 14″

I was motivated to paint this piece when I was spending a ton of time working from my small studio apartment in NYC. The best lighting in my apartment is at 9:30 am, but the rest of the day it’s a bit cavelike. Having recently quit my job at the time, I remember everything was unexpected and I was just trying to embrace whatever came my way.

Buy Prints →

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Feature / Short & Feisty

Feature / Spudnik: Toy Series
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Spudnik

Sculpture

Steampunk Toy Series. Spudnik, as I call him, was a project that was inspired by a craft swap project hosted by 99homebrew. Designers and crafters alike randomly were paired with a different theme and a material. My theme was “steampunk” and my material was “old toy.” Every project was open for interpretation.

Many thanks to the steampunk gurus and the model artist out there that had inspired me to create something totally out of my realm. It was incredible to see this character take on a life of it’s own!

MY ROLE
Design, Illustration, Construction

CREDITS
Linzi Bergmann, Craft Host
IronDog Studios, Steampunk Inspiration
Doctor A., Steampunk Inspiration

FEATURED
Instructables
Oh Gizmo!
Walyou
BoingBoing

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