CALOPTIMA | Public Sector, Healthcare UX
Transforming a legacy healthcare platform into a mobile-first, multilingual experience
Problem: Legacy public healthcare site made it hard to find care info, especially on mobile.
What I Owned: End-to-end UX direction (IA + content model + UI), accessibility strategy, and delivery QA (hands-on).
Constraints: WCAG AA/Section 508, multilingual content governance, legacy IA, high-stakes public health comms.
Artifacts shipped: New IA + nav, mobile-first templates, component patterns, content guidelines, engineer-ready specs + QA checks.
Results: 90% fewer web-related support calls + Improved equity and digital access for underserved populations.
Problem Statement
CalOptima needed a mobile-first, multilingual redesign to reduce support burden and make critical health info easy to find under strict accessibility constraints.
The Challenge
Mobile access to information was inconsistent and hard to navigate.
Multilingual content and legacy IA increased confusion and support load.
Accessibility requirements needed to be met without slowing delivery.
What I Owned
Directed the redesign strategy and aligned stakeholders on the target IA and mobile-first approach.
Designed navigation + page templates to improve user flow across core journeys.
Defined accessibility standards and embedded checks into specs, reviews, and QA.
Shipped engineer-ready specs and content guidelines to support multilingual delivery.
Decision Snapshots
Navigation model → simplified to task-based groupings → reduced wrong-path clicks and support calls.
Mobile-first templates → prioritized readability + hierarchy for low literacy contexts → improved completion and comprehension.
Accessibility approach → baked into components + QA gates → reduced late-cycle fixes.
Artifacts: Mobile Navigation + IA
The redesigned navigation structure and mobile patterns reduced confusion and wrong-path clicks while supporting faster task completion.
Outcome: Right-side menu improved task-success for “Find Plans” and “Change Language” by 70% and lifted home-page CTA engagement 45% in a two-week test (≈10k sessions).
→ Guided product, dev, and content leads through a Gutenberg walk-through, aligning on hypothesis in one 30-min session.
→ Owned the test plan, launched in UAT, and read out results to exec steering committee; decision approved same day.
→ Codified the winning layout into our design-system tokens and QA checklist, supporting both LTR and RTL languages and the upcoming 25ᵗʰ-anniversary rebrand.
→ Ensured WCAG 2.1 AA compliance.
Artifacts: Templates + Content System
I developed a standardized template system and content rules to keep layout, readability, and translation consistent across languages.
Key Outcomes:
→ Built reusable content + page templates to scale consistent access across 7 threshold languages and future updates.
→ Embedded accessibility + multilingual usability testing with WCAG 2.1 AA checkpoints throughout discovery, design, and QA.
→ Redesigned mobile-first IA + navigation to prioritize mobile users and those with limited digital literacy.
→ Aligned Legal/Compliance/Engineering so regulatory requirements stayed clear without degrading usability or user dignity.
Before & After: A Clearer Path to Care
We reimagined what clarity and access should feel like for the users who depend on it most. Here’s how the experience changed:
Before: Fixed layout, inaccessible navigation, buried high-demand tasks
After: Mobile-optimized architecture, clear content hierarchy, and inclusive, WCAG-compliant interaction patterns
This redesign reduced user confusion, made mobile the default experience, and helped members access their health info in seconds, not minutes.
Outcomes & Impact
Mobile engagement growth
(under 10% → 33%)
Mobile traffic share measured via analytics on key flows over 45 days after launch.
90% fewer support calls
Measured via call volume to web support line over 6 months after launch.
Operational Efficiency
Reusable templates and component standards accelerated dev handoff and reduced ambiguity.
Inclusive Design at Scale
Multilingual support across 7 languages with WCAG 2.1 AA compliance.
Let’s Connect
I steer organizations toward scalable, user-centered design by combining strategic leadership, systems thinking, and practical, hands-on partnership.
Reach me at rudy [at] rudyland dot com or via LinkedIn.