Lead UI/UX ServiceNow Designer at ConfigureTek — led UX strategy and visual design for the Georgia Department of Community Health's CareConnect portal, a multi-tenant ServiceNow platform supporting the state's Medicaid Enterprise System.
Client
Georgia Department of Community Health (GDCH), via ConfigureTek
Sector
Government / Healthcare — Medicaid Enterprise System (MES), ServiceNow ITSM portal
Challenge
Design a scalable, role-based ServiceNow portal that serves very different audiences — GDCH operations staff (M&O), Trading Partners, and Providers — across Change Management, Incident Ticketing, a Form Library, and Release Management, while meeting strict compliance, accessibility (WCAG), and data-visibility requirements for each role.
My Role
Lead UI/UX ServiceNow Designer
• UX Strategy & Visual Design — Led design for the multi-tenant CareConnect ServiceNow portal and its ITSM workflows
• Persona-Based Design — Modular dashboards for M&O, Trading Partners, and Providers, aligned to role-specific tasks, data visibility, and compliance needs
• Design System Alignment — High-fidelity Figma mockups aligned with ServiceNow's out-of-the-box Polaris theme, WCAG accessibility standards, and responsive design principles
• Collaboration — Partnered with developers on dynamic Service Portal widgets, and with CapTech and internal teams on Integration Hub flows (API-triggered confirmations and error handling)
CareConnect Service Portal
End-to-end portal design for Georgia CareConnect on ServiceNow — branded with the Georgia DCH identity, built on the Polaris theme, and structured around the Service Catalog and Knowledge experience.
Form Library & Service Workflows
Designed form-driven workflows like the LEA Attestation Form — long, compliance-heavy forms made manageable with clear structure, inline guidance, attachments, and signature capture inside the portal.
Persona-Based Dashboards
Modular dashboards tailored to each audience — M&O, Trading Partners, and Providers — so every role sees its own tasks, data visibility, and compliance boundaries.
Dynamic Widgets, Modals & Search
Worked with developers to implement dynamic UI components via Service Portal widgets — urgency modals, inline guidance, and contextual search — and mapped user journeys through iterative stakeholder reviews, turning feedback into design updates.
Results
The CareConnect portal design gave GDCH a single, role-based ServiceNow experience across Change, Incident, Forms, and Release workflows — consistent with the DCH brand, accessible to WCAG standards, and validated through iterative stakeholder review.
Brand & Style System
Applied the Georgia DCH / CareConnect brand standards and style guide across the portal so a multi-vendor program still ships one consistent, accessible visual system.
Architecture & Integration Alignment
Aligned portal design with Integration Hub flows and the wider MES modernization (CareConnect R7 Solution Plan), ensuring seamless API-triggered confirmations and error handling across systems.
