• Architect the offline-to-online journey. Map how a digital request becomes a human connection at a member’s front door. • Develop complex UX models for multiparty interactions (typically patients and their family caregivers) to coordinate support. • Lead the design of our self-pay and referral-driven experiences, optimizing for conversion while maintaining a warm personal care brand feel. • Design services that include multiple actors (Pals, members, calling agents) creating measurable outcomes for our members and their families. • Build functional prototypes (using tools like Figma, Framer, Webflow, Claude Code or others) that demonstrate complex logic, not just transitions. • Evolve and maintain a robust, accessible (WCAG 2.1+) design system that scales across mobile and web with full compliance for aging populations. • Lead technical conversations by coordinating meetings with key engineering stakeholders to explain design decisions. • Participate in qualitative user research and ethnographic studies with members, Pals, and family caregivers to identify unmet needs. • Run cross-functional "Design Sprints" and co-creation workshops with Engineering, Data, Product, Operations, and Health Plan partners to align on product vision. • Translate research insights and Medicare-specific health outcomes data into actionable design improvements. • Partner with the CTO to operate as a subject matter expert in measuring the member experience and journey (using supportive tools like Mixpanel or Amplitude). You identify which design patterns drive long-term member retention. • Use analytics and research gained insights to recommend feature changes and A/B testing to drive experience, retention and growth.