Designed a data-driven command center for J&J's Patient Services Center, giving five distinct personas role-specific dashboards to monitor product launches, track KPIs, and surface operational issues in real time.
Johnson & Johnson's Patient Services Center (PSC) supports the full patient lifecycle for pharmaceutical products, from benefits investigation through ongoing therapy management. The teams running these operations had no unified tool to monitor performance across products, identify bottlenecks, or act on anomalies before they became problems.
Data lived in disconnected systems. A Business Partner tracking product launch health had no line of sight into the same metrics a VP needed for executive reporting. Supervisors managing frontline teams couldn't see staffing trends alongside case volume. Everyone was working from different spreadsheets, at different cadences, with different definitions of "on track."
The vision: create a Command Center that empowers associates, field personnel, and leadership with the data and insights they need to ensure performance, quality, and the best possible patient experience.
I led UX strategy and UI design for this engagement through IBM Consulting. My work spanned the full arc: facilitating stakeholder interviews, synthesizing research findings into personas and journey maps, defining the information architecture for a role-based dashboard system, and delivering production-ready designs.
The project followed a structured research methodology across four phases: stakeholder interviews, synthesis and pain point tracking, golden thread journey mapping, and preliminary architecture definition. Each phase built directly on the previous one, so the final dashboard designs were grounded in real user needs rather than assumptions about what each role wanted to see.
Each persona represents a real role within J&J's Patient Services Center. Their dashboards share a common design language and component library, but the modules, data density, and available actions differ based on what each role needs to accomplish day to day.
The Command Center design delivered a unified platform concept that gave J&J's Patient Services Center a clear path from disconnected spreadsheets to role-aware, real-time operational intelligence. The research-driven approach meant every module and interaction had a direct line back to a validated user need.
The Golden Thread methodology proved particularly effective: by walking stakeholders through realistic scenarios for each persona, we built alignment on what the platform should do before debating how it should look. The Pain Point Tracker became a living artifact that the client continued to reference well after the engagement.