Jordan Carter
User Experience Designer Ii @Medical Mutual
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WORK HISTORY
User Experience Designer Ii @Medical Mutual
2022–Multi-year replacement of a legacy health plan experience with a modern cross-platform product. Launched on native mobile in 2022, expanded to responsive web in 2024. Owned claims, navigation, plan documents, and benefits workstreams within the larger effort. Claims and benefits features together account for 52% of customer care calls ($1.25M annually); redesign is projected to reduce call costs by ~$87,500/year. • : Co-facilitated early user interviews, synthesized 15+ legacy research files with a partner, then took over solo mid-project and drove the feature to shipped product. Achieved ~100% task completion in usability testing (N=24). • & :Ran discovery, wireframing, and prototyping in parallel with a live research track. Improved tree test accuracy from 58%(legacy) to 84%; 14 of 17 tasks rated easier by participants. Estimated ~$100K/year in call deflection savings. • :Owned strategy and design for a top call driver contributing to the shared $1.25M call volume. Co-facilitated moderated sessions; independently pivoted the approach mid-project after uncovering backend constraints, delivering a scalable solution within significant technical limitations. · 2022–2023 Redesigned IA, navigation, and content flows for the public-facing corporate site. Led stakeholder interviews and usability studies, delivered high-fidelity prototypes.
EDUCATION
ITT Technical Institute
Associate's degree, Associate of Applied Science- Graphic Communications and Design
ABOUT JORDAN CARTER
I\'m a product designer with 3+ years of end-to-end UX experience at Medical Mutual of Ohio, where I\'ve led the design of many high profile features in a multi-year redesign of the member portal across native iOS, Android, and responsive web.I spent 15 years in graphic and visual design before making the move into UX. That foundation shapes how I work, I think carefully about hierarchy, clarity, and how people actually read and scan a screen, not just how they interact with it.Day-to-day I own the full design process: discovery, information architecture, wireframing, prototyping, accessibility review, and dev handoff. I work closely with research, product, development, legal, marketing, and subject matter experts across the org. Some of my recent work includes a claims redesign that hit ~100% task completion in usability testing, a navigation overhaul that improved findability from 6% to 76% for key features, and a benefits experience that shipped to production after a mid-project pivot when backend constraints ruled out the original approach.Alongside my core UX practice, I’ve completed advanced training in AI prompt engineering and generative AI. I apply structured prompt design, iteration, and output evaluation to support UX workflows such as research synthesis, ideation, and content refinement—using AI to improve efficiency while keeping human-centered design decisions front and center.I value clear communication, accessibility, and thoughtful collaboration, and I’m particularly drawn to remote-first environments where designers are trusted to work independently, document decisions clearly, and contribute meaningfully within teams.
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