Liliana Troy, CUA

NextGen Healthcare

• Shaped product strategy for NextGen Enterprise EHR software by identifying and addressing critical issues, contributing to long-term user dissatisfaction and workflow inefficiency, through stakeholder and user interviews, and journey mapping.
• Led a collaborative effort in redesigning chronic visit documentation through design thinking, integrating insights from user flow analysis, interviews, and prototype testing, resulting in 40% click reduction, and substantial cost savings by consolidating two screens.
• Led a collaborative initiative with product managers, designers, and engineers to streamline Computerized Provider Order Entry (CPOE) through user story mapping, task flow analysis, and concept testing, achieving seamless integration within the provider workflow and a 25% improvement in task completion time.
• Led cross-functional efforts to standardize 16 personas across product, design, and engineering teams, streamlining project workflows and enhancing design process efficiency.
• Mentored junior researchers and 30+ product managers on problem formulation, measurable goal setting, and creating non-leading questions.
• Continuously conducted remote and in-person usability testing, experiment design, site visits, and benchmark testing to enhance the user experience of four key products, including the NextGen Enterprise EHR software suite.
• Pioneered the establishment of accessibility awareness at NextGen Healthcare and tripled the number of accessibility champions in three months by working collaboratively with Corporate Communication and Diversity, Equity, and Inclusivity teams.
• Implemented automation to capture key metrics, enhancing the efficiency of the summative testing data analysis process, and delivered the report one week ahead of schedule.
• Expanded the Patient Portal participant pool by launching an online survey on Patient Dashboard satisfaction, engaging over 10,000 participants in one month.
• Conducted a comprehensive accessibility audit for 6 products spanning mobile, web, and desktop platforms within the NextGen portfolio, ensuring compliance and improving user experience.
• Created an accessibility plan for Patient Portal and led the team to independently remediate 65% of identified accessibility issues within 6 months through coaching and mentoring.
• Collaborated in a 6-member team to plan and conduct interactive UCD and Accessibility workshops, engaging 100+ contributors and 10 senior leaders.
• Built a searchable repository for cross-functional teams in Confluence, simplifying access to personas, journey maps, and user scenarios.

• Collaborated with a 3-researcher team to conduct annual summative testing, each with 30 participants, to pursue and maintain the Meaningful Use certification for NextGen Enterprise EHR.
• Led a team of three designers in conducting an accessibility audit to the NextGen Enterprise Patient Portal website.
• Performed continuous rapid usability and benchmark testing for three products, including Enterprise EHR, Practice Management and Patient Portal, aligning design and user needs.

• Created wireframes, click-through prototypes and high-fidelity design comps for an enterprise EHR software and Patient Portal website.
• Conducted usability testing using lo-fi click-through prototype.

McKesson Corporation

• Conducted stakeholders and user interviews, developed user task flows, wireframes and mock-ups to improve the readability of patient’s longitudinal data and share it across Horizon clinical products. 

MapQuest

• Conducted end-to-end research, resulting in a 300% increase in user engagement and an 11% reduction in revenue decline through strategic heuristic evaluation, task flow analysis and usability testing, culminating in a successful redesign of the MapQuest.com business search page.
• Conducted prototype testing for a  navigation mobile app, evaluating UI and voice navigation for casual and business users.
• Developed  wireframes and high-fidelity designs for both MapQuest.com website and mobile application.

• BS, Computer Science | Bina Nusantara University
• UX Professional Certificate | Bentley University 
• Certified Usability Analyst | Human Factors International 
• Measuring UX Certificate | MeasuringU

Research

• UserTesting
• Lyssna
• Optimal Workshop
• Qualtrics

Design/Prototyping

• Photoshop
• Illustrator
• Balsamiq
• Figma

Collaboration + Planning

• FigJam
• Miro
• Confluence