My Framer Site

Case Study - Leading Teams through Complexity

Last Updated: 12/01/2025

Project Overview

A top-tier insurance payer needed to Modernization their Healthcare App Member Portal, but yearly budget constraints meant that the work had to be done in less time, with less resources, and focus only on merging experiences to a unicode base to make development and maintenance easier for phase 2, and a visual uplift with minimal experience changes despite the merging of diverse experiences.

Project Goals

Unified code base (Unicode)
Merge web and mobile Experience into one consistent experience across devices
Merge experiences between 3 Different Lines of Business
Use AI tools as Accelerators where possible
Support Multi-Tenancy
Prep for future implementation of a reimagined portal driven by AI
Rebuild the entire app, but without content or feature changes, in 1 year (re-skin and merge experiences only).

Project Size:

80 Development/Product/Delivery

18 UX
3 UXR

Challenges:

Lack of AI integrations in design process and workflows
This work began on the cusp of AI tools launching into the design and development spaces. We were hoping to be able to use AI tools as an accelerator, but quickly realized our design needs were to niche for where current AI tool capabilities were.

Legacy limitations to product outcomes
A lot of debt in lack of documentation, and legacy systems/processes made uncovering or extracting business logic difficult for all cross-functional teams, as many key employees from the client had moved on to other opportunities in their career. This included a lack of a roadmap for clients development, yet the requirement to keep parody with client releases.

Unique Client Relationship
The project was co-owned, and started with an acquisition of the clients teams into our own design and development teams, causing a clash in work culture and approaches.

Miscommunication in Large Global teams
Cross-functional communication struggled across timezones, as key employees were not able to make key meetings, and/or were not informed of decisions that impacted work-streams.

Need to support cross-functional AI Accelerators
As other teams had accelerator options, we had to learn to support those capabilities, by reimagining the way we worked, introducing new concepts and even file structures to our design.

Funding collapse caused need to accelerate further
Due to funding issues, the timeline for work completion decreased, while expectations remained the same.

Complex regulatory requirements in healthcare space competing with accelerated timelines and milestones.
Changes to the regulations in healthcare, as well as existing regulations, put strain on the timelines to deliver in time.

Outcomes:

Redefining Design Practices for AI Integration
Led the transformation of traditional design methodologies to align with a newly developed AI-supported framework, enabling seamless collaboration between design and emerging AI tooling.

Designing Within Legacy Constraints
Navigated limited flexibility for modernization within existing product boundaries, identifying targeted opportunities to enhance user experience and performance while adhering to compliance and legacy dependencies.

Managing Complex Stakeholder Dynamics
Navigated politically sensitive client relationships and organizational integration challenges during a partial acquisition, aligning cross-cultural teams and reestablishing trust through transparent collaboration and process clarity.

Coordinating Global Pod-Based Delivery
Managed a distributed pod structure to support synchronized microapp development across global teams, optimizing collaboration, time zone efficiency, and resource utilization for high-velocity delivery.

Bridging Design and Engineering Through AI Accelerators
Supported Figma-to-Code automation (via MCP Server and Cursor integration) by establishing scalable design system standards, file architecture, and workflow alignment to ensure code generation consistency and design fidelity.

Accelerated Full-System Redevelopment
Spearheaded the end-to-end redesign and rebuild of the application within a one-year timeline, transitioning to a new technical framework while maintaining design quality, usability, and compliance.

Regulatory Alignment During Redesign
Balanced modernization goals with regulatory requirements, ensuring that no major state-level submissions or approvals were disrupted during the redesign and migration process.