Reimagining a Digital Front Door for Behavioral Health
The previous site struggled to connect users with the right information quickly, especially those seeking urgent support. Our goal was to create a clear, trustworthy experience where individuals, providers, and clients can easily find relevant services. We restructured the information architecture, prioritized critical user journeys, and aligned the design with Carelon’s mission and brand voice.
Disconnected Experience and Outdated Architecture
The legacy Beacon Health site had an outdated structure, redundant pages, and unclear language that confused users—especially those needing urgent support. Navigation was frustrating and delayed access to care. The design also lacked alignment with the new Carelon brand, weakening trust. My redesign simplified the structure, clarified content, and refreshed visuals to build user confidence and ease access.
Grounding Decisions in Real User Needs
To understand user needs and pain points, we conducted interviews and usability tests with patients, providers, and internal stakeholders. We discovered users struggled to locate critical resources and were overwhelmed by cluttered navigation and inconsistent terminology. Providers emphasized the need for streamlined access to referral and crisis support tools, while patients sought clear, compassionate guidance.
Role:
Clinical Psychologist
Experience:
12+ years in outpatient mental health care
Spend more time focused on patient needs
Quickly access patient records and submit documentation
Navigate tools with minimal friction
Complex, multi-step workflows that slow her down
Fewer steps for intake, documentation, and care planning
Cognitive overload from unclear system logic
Clear, intuitive navigation
Fewer steps for intake, documentation, and care planning
A responsive interface that works across devices
Role:
Health plan member navigating care
Experience:
New to therapy, unfamiliar with the system
Goals
Easily request an appointment or referral
Understand what's covered and how to access services
Feel confident that requests are received and processed
Frustrations
Confusing language and layout
Lack of feedback after submitting forms
Difficulty finding relevant info quickly
Needs
Simple, human-centered workflows
Clear confirmation messages and next steps
Accessible design that reduces overwhelm and supports clarity
“There’s too much time spent navigating between systems and not enough time actually focused on patients.”
Clinical Ops Lead
“There are just too many steps for simple tasks that should be quick and straightforward.”
Behavioral Health Clinician
“I wasn’t sure if my request actually went through or if I needed to start over.”
Patient
Collaborating Across Teams to Align Brand and Behavior Support
We collaborated with product, brand, content, and accessibility teams to balance user needs, business goals, and compliance. We addressed inconsistent typography, complex navigation, and accessibility issues by simplifying flows, refining content, and introducing accessible components reflecting Carelon’s compassionate identity. This user-centered, scalable approach improved usability and set a strong foundation for future growth.
Component Library
The Carelon update replaced Beacon’s fragmented UI with a unified, accessible design system. The refreshed brand—anchored by refined typography, vibrant colors, and a more welcoming logo—improved user trust and clarity. These updates also laid the foundation for a scalable system that could support future growth across Carelon's digital platforms.
Refined typography balancing professionalism with warmth
Vibrant colors conveying energy and hope
Modern logo emphasizing clarity and continuity
Redefining Structure, Language, and Trust
Starting with a full content audit and mapping exercise, we reorganized the site around real user tasks such as finding providers or accessing crisis help. Wireframes and prototypes were iteratively tested with stakeholders and users, leading to refinements that improved clarity and usability. Accessibility reviews guided adjustments for screen reader compatibility, color contrast, and keyboard navigation.
Modernizing the Experience for Clarity and Connection
Updated Information Architecture: Eliminated redundant pages and reorganized content around user goals.
Clear Calls to Action: Designed prominent, easy-to-scan CTAs guiding users through key journeys.
Accessible Design System: Built with WCAG standards, ensuring contrast, font scalability, and screen reader support.
Support-Focused Journeys: Elevated critical flows like “Find a Provider” and “Crisis Help” with streamlined interactions.
Delivering a Site That Reflects Carelon’s Mission and Supports Users
Post-launch analytics show a 30% decrease in bounce rates and 20% faster load times on key pages. Internal feedback highlights easier navigation and higher confidence in the site’s reliability. Early user surveys report improved satisfaction and quicker access to support resources. The redesigned platform provides a scalable foundation for Carelon’s evolving behavioral health services.
Mobile Brand Experience
Beacon’s previous branding lacked consistency across platforms, which affected user trust and recognition. Carelon’s updated design introduced a cohesive visual system with refined typography, vibrant colors, and an approachable logo—creating a clear, trustworthy, and unified experience on mobile and beyond.
Identity Refresh
The Carelon update replaced Beacon’s fragmented UI with a unified, accessible design system. The refreshed brand—anchored by refined typography, vibrant colors, and a more welcoming logo—improved user trust and clarity. These updates also laid the foundation for a scalable system that could support future growth across Carelon's digital platforms.
From:
Beacon’s previous branding lacked cohesion, with muted colors and a logo that didn’t convey approachability or clarity.
To:
Carelon’s updated identity introduces a scalable brand system, accessible typography, and a visual language that feels more modern and emotionally resonant.
Refined typography balancing professionalism with warmth
Vibrant colors conveying energy and hope
Modern logo emphasizing clarity and continuity
Designing for Sensitivity, Simplicity, and Trust
This project deepened my appreciation for the role of empathy in design—especially when supporting vulnerable users. Balancing accessibility, brand identity, and usability required cross-functional collaboration and careful iteration. The experience reinforced that clear language and structure build trust as much as visual polish.
Scaling with Flexibility and Feedback
Designing Grounded in Empathy and Clarity
This project reinforced the value of listening, collaboration, and designing for real human needs—even without perfect data.
Conduct formal usability testing and heat mapping
Audit WCAG compliance at scale
Collaborate with content for clearer messaging
Expand the design system to support future product teams
Project Info
Expertise
Visual Design
Interaction Design
Prototyping
UX Strategy
Design Systems
Collaboration with Engineers & Stakeholders
Platforms
iOS
Android
Desktop
