Led enterprise-wide research and alignment across 7 states and 20 clinics, turning siloed operations into a shared roadmap for patient intake.
The Oncology Network believed there was a better way to deliver cancer care, but fragmented systems and siloed operations across 7 states, 20 clinics, and 25+ roles were slowing growth, frustrating patients, and eroding market share.
The organization launched an enterprise transformation to map the end-to-end ecosystem, identify the highest-value opportunities, and build a scalable roadmap beginning with a showcase clinic.
As Enterprise Service Design Lead, I led the transformation from strategy through roadmap: reframing the engagement for faster action, running the enterprise assessment, and guiding the AI-powered MVP strategy and implementation roadmap.
7 states
20 clinics
25+ roles
↓ Referrals
↓ Market Share
↑ Employee Attrition
100+ untracked initiatives
Disparate workflows and systems
No established prioritization method
Multiple vendors
Undefined ownership
Project scope was both broad and deep, limiting actionable results
"I wish someone had walked me through the next steps one at a time." Patient
"Scheduling is, at best, chaotic." Clinic Staff
"We could reallocate three positions if we could get notes and orders right." Operations Leader
Shifted the engagement from an impossible "mile-wide, mile-deep" initiative to an enterprise assessment that leadership could actually act on.
Unified executives, clinicians, Six Sigma, CX, and vendor teams around one vision instead of dozens of disconnected priorities.
Research showed intake wasn't simply another workflow. It was the highest-leverage intervention affecting nearly every downstream experience.
Built the business case, future-state vision, and roadmap that gave leadership confidence to move forward.
These strategic decisions transformed an overwhelming enterprise initiative into a focused, executable roadmap capable of delivering measurable business impact.
Made enterprise complexity visible.
Focused leadership on the highest-value investment.
Created a shared transformation vision.
Defined the future operating model.
Brought the future state to life through story.
Connected strategy to execution.
By directly tackling organizational complexity and introducing a human-first approach, the network moved from scattered pilots to a unified, strategic initiative.
Identified across referral and intake improvements, with a path to 75% faster referrals and enterprise-wide alignment.
This public version has been simplified to protect client confidentiality. I'd be happy to walk you through the research, strategic decisions, representative artifacts, and transformation roadmap with hiring teams and prospective clients.
Request a Private Case Study WalkthroughCurrently open to full-time, contract, or consulting. Principal/Staff level.
Service & Product Design, AI Activation, UX Research
