Medavie BlueCross
User Experience Designer
At Medavie Blue Cross, I designed participant and internal service experiences supporting federal healthcare programs. My work focused on accessibility, service design, registration, healthcare benefits, and complex administrative workflows.
Overview
At Medavie Blue Cross, I designed participant-facing and internal products supporting federal healthcare programs.
My work focused on simplifying complex workflows while balancing accessibility, privacy, security, content requirements, and operational needs.
I collaborated with product owners, developers, QA specialists, business stakeholders, and content designers to create accessible and user-centred digital experiences.
Participant Portal Registration
Challenge
Design a registration experience supporting multiple participant types while meeting accessibility, privacy, and security requirements.
The experience needed to support:
Veterans Affairs Canada (VAC) members
Canadian Armed Forces (CAF) members
RCMP members
Spouses and caregivers
Power of Attorney (POA) representatives
Enrollment to the Portal adding coverage
My Contributions
UX design
Service design
Information architecture
Accessibility
Content collaboration
Design QA
Highlights
Single-page registration experience
Conditional form logic
Privacy-focused error handling
Accessible validation patterns
Multiple participant pathways
Responsive design
Focus Areas
Accessibility
Service Design
Registration
Healthcare Content Design
Enterprise UX
Alignment of Treatment Benefits
Challenge
The Department Portal helps CAF members request continuation of healthcare benefits as they transition to Veterans Affairs Canada.
The experience required users to provide release information, treatment details, supporting documentation, and consent information.
My Contributions
UX design
Service design
Form design
Accessibility review
Highlights
Long-form application design
File upload workflows
Consent and privacy requirements
Error handling and validation
Submission and confirmation experiences
[Add benefits workflow images]
VAC Participant Letter Creation
Challenge
Improve the workflow used by service agents to create participant correspondence efficiently and consistently.
My Contributions
UX design
Workflow design
Accessibility review
Highlights
Streamlined letter creation
Searchable templates
Preferred language support
Reduced workflow complexity
Consistent user experience
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Design Principles
Accessibility
Designed inclusive experiences with accessible forms, navigation, and clear validation patterns.
Privacy & Security
Created workflows that protected participant information and avoided exposing sensitive system details.
Service Design
Mapped participant and staff journeys across multiple services and user types.
Content Design
Worked closely with content designers to create clear and accessible experiences.
Outcomes
Simplified complex healthcare workflows
Improved accessibility and consistency
Supported participant and internal user needs
Collaborated across multidisciplinary teams
Delivered solutions within Agile environments
Reflection
Working on federal healthcare services strengthened my experience in accessibility, service design, privacy-conscious UX, and complex workflow design.
These projects required balancing user needs, business goals, and operational requirements while delivering clear and inclusive experiences.
Redesigned interface to enhance readability and usability, creating a design system with detailed developer-ready files. Improved banner UI/UX with clearer visuals, colour coding, and plain-language copy.
Organized the team workflow in 10 steps, and T-shirt size recommendations:
Wireframe for the advanced filter map:
