Stephen Dickens

Lead UX research initiatives for Evernorth's Digital Experience Design team, conducting generative and evaluative research with healthcare providers, plan members, service agents, and brokers to inform product strategy and design decisions.

• Behavioral Health Provider Research: Designed and executed concept refinement research for prior authorization intake workflows, conducting moderated and unmoderated early-stage concept testing to streamline authorization submission.
• Cross-Stakeholder Research: Facilitated sessions with providers, member-facing agents, provider-facing agents, and insurance brokers to capture end-to-end service experience insights.
• Sitewide Survey Design: Designed a bi-annual provider experience survey across two provider portals, replacing an over-exposed legacy instrument with a streamlined, role-personalized survey tracking task effort, channel behavior, and digital adoption.

Provided product insights and user validation for CenterWell.com, informing feature development and roadmap planning.

• Product Validation: Led end-to-end usability testing for a payor-agnostic specialty Rx secure experience, informing final release requirements and acceptance criteria.
• Experience Optimization: Drove improvements to the auto-refill setup experience, prioritizing design refinements projected to increase medication adherence for new customers.
• Strategic Planning: Partnered with the product team to define 2025 roadmap priorities via a Jobs-to-be-Done framework synthesizing analytics, customer service data, and demographics.

Managed and led all incoming UX research for Mobile Navigation, Education Center, and Schwab Advisor Center.

• Mobile Navigation: Conducted end-to-end usability testing for mobile app navigation, identifying 6 critical issues that prevented a costly launch and improved task completion rates.
• Taxonomy Research: Implemented tree testing and card sorting for the post-auth Education channel to optimize content findability and information architecture.
• Advisor Services Research: Led mixed-method studies for Digital Onboarding feature prioritization and advisor workflow updates using adapted MaxDiff methodology.

Supported product teams across 7 digital e-commerce experiences, delivering insights that informed feature prioritization.

• Customer Segmentation: Defined segmentation strategy through mixed-method research (web analytics, 300+ surveys, 10 interviews), creating 4 personas that guided product roadmap priorities.
• Research Enablement: Mentored 4 UX Designers on unmoderated research methodologies, increasing designer-led research initiatives by 30–40%.
• Omnichannel Strategy: Led competitive analysis of BOPIS services, delivering service design recommendations that improved customer experience and competitive positioning.

Served as the sole UX Researcher and Strategist for THINK Design's US office, a global UX design and development consultancy.

• Client Leadership: Led client partnerships and distributed product teams across US and India for enterprise UX consultancy, delivering research and strategy for B2B SaaS clients including WorldPay and UiPath.
• Product Strategy: Partnered with WorldPay engineering and design teams to define requirements for executive reporting dashboards, analyzing workflows to prioritize features across 5 departments.