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Hi, I'm Nicole

An Experience Design Enthusiast  

Experiences come in all shapes and sizes, and are ingrained in every facet of our lives. Finding ways to create, enhance, and seamlessly integrate them, is my ultimate passion.​

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With 11 years of extensive experience in service and product design, I am proficient in all phases of the design process, from research and discovery to implementation and iteration.

 

I have a strong background in designing for websites, mobile applications, and CRM databases, and I excel in managing design processes within large, complex organizations. I have successfully led multiple projects, collaborating closely with stakeholders, senior leaders, and subject matter experts to drive strategic initiatives and ensure organizational alignment.

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I am excited to further my journey as an experience design enthusiast, and am currently seeking new opportunities to expand my expertise, enhance experiences, and deliver meaningful value.

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Resume

2023-Present

Northwell Health

Experience Design Manager, CRM Operations 

Currently leading design efforts for Northwell’s CRM implementation, focused on managing provider and location data:

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  •  Collaborate with cross-functional teams—including senior leaders, business analysts, solution architects, and subject matter experts—to enhance data for patients, and streamline processes for internal employees.

  • Advocate for and establish structured design processes to align stakeholders on requirements, ensuring features are well-defined, actionable, and integrated with existing priorities.

  • Lead design discovery to analyze complex operational workflows, transforming them into more intuitive, efficient experiences through strategic UI design.​

  • Key contributions include:

    • Discovery workshop facilitation

    • Persona creation and management

    • High-level workflow mapping

    • UI design for CRM interfaces

    • Presentation materials to drive alignment and decision-making

2022-2023

Northwell Health

Experience Design Manager, Consumer Digital Solutions 

​Led a team of talented designers across seven product teams to enhance Northwell’s patient-facing app and website, improving key digital experiences for patients and caregivers:

 

  • Supported design discovery and implementation efforts for critical touchpoints, including:

    • Finding a provider

    • Booking an appointment

    • Paying a bill

    • Creating an account

    • Managing care for others​

  • Oversaw the design process, ensuring alignment with business goals by managing timelines, prioritizing tasks, and driving cross-functional collaboration.

  • Partnered with cross-functional teams to support discovery for new initiatives, developing journey maps, storyboards, and strategic vision frameworks to inform high-level product direction and strategy.

2018-2022

Northwell Health

Senior Experience Designer, Digital Patient Experience

​Embedded within multiple product teams, operating in an agile framework to drive discovery and design efforts for Northwell’s patient-facing mobile app and website:

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  • Managed multiple projects across platforms, effectively balancing shifting priorities in a rapidly evolving healthcare landscape.

  • Facilitated discovery and design workshops to align stakeholders, uncover insights, and drive collaboration.

  • Translated research findings into intuitive, user-centered solutions, ensuring a seamless digital experience for patients and caregivers.

  • Key Contributions:

  • Led discovery and design for Northwell’s first-ever digital booking workflow, creating a scalable template to support multiple service lines and appointment types.

  • Pivoted priorities in response to the COVID-19 pandemic, supporting urgent initiatives to enhance patient safety and access to care, including:

    • Mapping workflows and identifying physical touchpoints to minimize in-person interactions.

    • Streamlining digital forms by partnering with providers to standardize documentation across

    • specialties and practices.

    • Implementing Telehealth options within booking flows to expand virtual care accessibility.

2017-2018

A+E Networks

Senior Experience Designer, Digital Media 

Led research and design efforts for TV Everywhere Web and Editorial Web product teams, enhancing digital media experiences for users: 

  • Collaborated with various stakeholders—including product managers, engineers, and editorial teams—to define, develop, and execute research plans.

  • Translated research findings into actionable insights, ensuring design decisions were informed by user needs and business objectives.

  • Led discovery workshops to foster cross-functional collaboration, aligning teams on strategy and priorities.

  • Conducted usability testing and data analysis to refine and optimize digital experiences.

  • Key contributions include:

    • Design research and usability testing

    • Data analysis to inform product decisions

    • Facilitating design workshops to drive alignment

    • Interaction and product design for web experiences

2014-2017

A+E Networks

Associate Experience Designer, Digital Media 

Led research and design efforts for A+E’s TV Everywhere Web redesign, enhancing usability and engagement for digital audiences: 

  • Conducted data analysis and user research to inform design decisions, ensuring a user-centered approach.

  • Created user flows, wireframes, prototypes, and functional annotations to support development and implementation.

  • Performed usability testing to evaluate design effectiveness and identify areas for improvement.

  • Conducted visual design quality assurance testing to maintain consistency and adherence to brand standards.

  • Key contributions include:

    • Design research and usability testing

    • Wireframing and prototyping

    • Mapping user flows to optimize navigation

    • Functional documentation to guide development

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