James Bowman, CUA

Projects: Provided UX Design solutions for Enterprise level applications that include Payment Accuracy, Risk Adjustment, Quality and Performance, and Retail products for both external clients and internal Cotiviti departments.

Role: Product Design Manager, Enterprise Development and Innovation

Related Case Study: – Zero Hour Alerts™

Goals:

• Managed the overall end-to-end user experience across the entire Cotiviti product line, identifying and driving opportunities to align design and user experiences across platforms and products.
• Led recruiting, coaching, and development initiatives to create a highly engaged and enthusiastic team.
• Drove design process and tool optimization (Figma) across the software development lifecycle (SDLC) to accelerate the UX organization’s productivity.
• Worked with technical, product, and business teams to identify customer/business needs and transformed them into engaging, clear, and intuitive design solutions and intelligible concepts that evolved and improved the product interface/experience.
• Advocated for customers through human-centered design approaches such as discovery, research, whiteboard sessions, and user-testing.
• Worked collaboratively with partners and teams from different regions to design staffing plans, monitor capacity, and implement training/development initiatives.
• Led design efforts and collaborated with vendor firms along with senior leaders to produce a new retail industry software platform to prevent margin loss prior to a transaction or event. The web-based Zero Hour Alerts software platform gives retailers advance warning needed to monitor, prioritize, and proactively resolve payment accuracy issues.

Process: Establish UX processes as common practice between Product organization and Development/Innovation organization

With the UX Center of Excellence/UX staff located within the Development and Innovation organization, challenges exist with proper execution of UX design process with the Product organization. Through my leadership and support from executive leaders, I have established a UX design model that involves the following:

• UX design discussions to begin following opportunity assessments and business concept approval from Product organization. Benefits include:
  1. UX discussions and research occur in an earlier phase (Design) versus the Build/Implement phase
  2. UX resources are more easily allocated between sustaining projects (incremental updates) versus large projects (dedicated UX staff)

• Establishment of standardized UX Design phases to be adopted by Product organization
  1. Strategy – “What are we solving for?”, stakeholder discussions
  2. Discovery – User interviews, content audits
  3. Analysis – Use cases, workflows, story boards
  4. Design – Wireframes, prototyping, low-fi or Hi-fi artifacts
  5. Production – Final prototyping, user testing, beta release UX oversight
  6. Evaluate – Post-launch user testing, audit reports, identify other opportunities to improve

Leveraging this process led to the very successful Cotiviti product creation named Zero Hour Alerts™. Zero Hour Alerts™ is Cotiviti’s answer to the most difficult challenge in retail payment accuracy—preventing margin loss prior to a transaction or event.  Read the summarized case study here.