Mike Stahl

UX / Product Leader

ABOUT

Great UX is Great Marketing

I’m a highly creative and driven user experience and product leader with a solutions oriented approach to increasing conversions and removing friction across all digital touchpoints. I lead with extensive hands-on experience, delivering measurable results, increasing conversions, and reducing time on task while maximizing Customer Experience and NPS scores. I effectively collaborate and partner with brand, marketing, communications, IT, and agencies to deliver experiences that delight customers and users across the enterprise.

Areas of expertise include: user experience, user testing, software development, integrated marketing, product management, mentoring and training, research, relationship building, analytics & KPI reporting, 508 compliance.

View larger portfolio that demonstrates depth, breadth and partnership.

WORK

Scheduling and Session Management

THE CHALLENGE

Our product team asked for a modern look and feel while improving core functionality and workflows for our customers.

THE WORK

Competitive Analysis
Prototyping
Customer interviews and feedback
Whiteboarding
Wireframes

SESSION MANAGEMENT

Time Slot availability and Scheduling

Export Data

Coupon Enhancements

THE CHALLENGE

Our customers asked for a robust coupon and discount mechanism to bring in new business and to encourage repeat business.

THE WORK

Competitive Analysis
Prototyping
User Testing – Qualitative and Quantitative
Whiteboarding
Wireframes

ADMIN

CUSTOMER PORTAL

Find a Doctor Re-Design

THE CHALLENGE

Find a Doctor is the most visited section of the Sutter Health web site. Studies showed that users were having a hard time navigating the search form and not getting the results they expected. A top down approach was taken to improve UI/UX, decrease load times and
improve performance.

THE WORK

Competitive Analysis
Prototyping
User Testing – Qualitative and Quantitative
Whiteboarding
Wireframes
Journey Mapping
Code Re-Architecture
Natural language studies
Information Architecture improvements
Custom API creation

THE RESULTS

Improved successful search times from 90 seconds to 20 seconds
Mobile search interface decreased search errors by 30%
Booked appointments rose 30%
API based results improved performance by 35%
Reduced form fields
Predictive text and Geolocation

BEFORE

AFTER

Homepage Optimization

THE CHALLENGE

Sutter wanted to improve the performance of its front door. Research was done to determine the top actions users wanted to make. Over 30 prototypes were done to find the best performing design. Changes included adding task buttons, decreasing the size of hero image, and updating color contrast and iconography.

THE WORK

Competitive Analysis
Pathway Analysis
Prototyping
User Testing – Qualitative and Quantitative
Code Re-factor to improve load times

THE RESULTS

Time on task decreased 5 seconds on average
Task success increased to 96% from 80% on average
Page load time decreased by 500ms

BEFORE

AFTER

BEFORE

AFTER

Password Reset

THE CHALLENGE

Sutter Health implemented a Single Sign-On solution that allowed patients to login to Sutterhealth.org, My Health Online desktop (patient portal) and the My Health Online mobile app. The first phase involved significant complexity in enabling disparate systems to communicate while maintaining the highest level of privacy and security.

Several new workflows were created to migrate patients to the new system to handle everything from registrations to password resets.

Password requirements were strict and onerous resulting in an increase of support calls and chats. We needed a better way to ensure privacy and security without frustrating patients and overloading the help desk.

THE WORK