Zach HollowayResume
Zach Holloway
Senior UX Designer · Experience Strategy · Research · Product Design
Contact
Research
Research plans and study design
Discovery and generative research
In-depth interviews
Contextual inquiry and field research
Usability testing
Qualitative synthesis
Personas
Journey mapping
Service blueprinting
CSAT / NPS tracking
Product design
Information architecture
User flows
Wireframing
High-fidelity mockups
Prototyping
Desktop, mobile, and tablet
0-to-1 product design
Onboarding and verification flows
Dense operational screens
Content strategy
Strategy
Current- and future-state mapping
Experience strategy
Concept prioritization and roadmap input
Workshop facilitation
Executive readouts
Systems-level design
Delivery
Design system contribution
Cross-functional quad teams
Agile and waterfall delivery
Mentoring and design review
Tools
Figma
Figma Make
Miro
Dovetail
UserTesting.com
UserZoom
Lookback
Dscout
Claude
HTML/CSS (working knowledge)
Domains
Pharmacy benefits
Health insurance
Medical devices
Energy and utilities
Financial services and data analytics
ESG reporting
B2B web
Frontline workforce tooling
Education
Bachelor of Arts
University of Northwestern — St. Paul, MN
UX Design Certification
Prime Digital Academy
Summary
Ten years of UX across experience strategy, research, service design, and product design — most of it inside regulated organizations, where a design has to survive a compliance review as well as a user test. I work the full arc: discovery and research plans, information architecture, wireframes and high-fidelity design, prototyping, and usability testing, then the revisions that come out of watching people use it. What I do that not every designer does is move between altitudes — grounding the work in research, giving it shape through hands-on design, and connecting it to the executive decisions it has to survive.
Experience
Freelance UX / Service Designer
Independent
- Led the Medicare Fee-for-Service CX strategy for a medical device company's patient experience: a 12-week, five-phase engagement of stakeholder interviews and four working sessions that defined the CX vision and guiding principles, mapped the future-state service blueprint from provider referral through delivery, turned the gaps into an illustrated portfolio of touchpoint concepts, and prioritized them into a phased roadmap and executive socialization deck
- Shaped the same company's Digital Front Door strategy for patients and providers: an 8-week series of working sessions that turned 12 solution briefs into a 13-scene future-state journey, a weighted have / build / partner coverage matrix across existing platforms (CRM, EMR integration, vendors), and a gated capability roadmap tied to a five-year investment and return view for executives
- Embed inside client teams alongside product, engineering, and strategy leads, owning problem framing, research, workflows, and prototypes, with an AI-assisted process (Claude, Figma Make) to get from synthesis to a testable prototype faster
Dec 2023 — Present
Experience Strategist
RxBenefits · view case study
- Owned product design for a 0-to-1 member portal in pharmacy benefits, carrying member journeys from discovery through information architecture, Figma wireframes, high-fidelity mockups, usability testing, and handoff inside a cross-functional quad
- Established the company's first member research program in its 30-year history — discovery with 19 members and current-state sessions with 13 internal teams — surfacing a foundational awareness gap that reshaped a roadmap of 18 prioritized concepts and produced the company's first member experience strategy. Facilitated ideation with 14 stakeholders and an experience-principles workshop with product leadership to turn divergent input into a direction the team could design against
- Designed and user-tested the onboarding flow end to end: member information verification, configurable communication preferences, a guided portal tour, and an in-product assistant
- Contributed to the company's first design system, defining and testing components with product and engineering, then maintaining it after launch so patterns held as the product surface grew
Jun 2024 — Feb 2025
Experience Designer
Xcel Energy · view case study
- Diagnosed through customer research that a data-targeting flaw, not messaging, drove low satisfaction with outage notifications reaching millions of customers; tightening the geographic targeting logic delivered a 22-point quarter-over-quarter improvement in customer satisfaction
- Made the case for research over a pre-decided empathy-training program for field crews. Ride-alongs and service-center interviews showed the real constraint was tooling that forced crews to choose between restoring power and updating customer-facing restoration estimates — personas and service diagrams moved a skeptical senior leadership group toward fixing tools and process instead
- Designed the information architecture and platform requirements for Xcel's first company-wide ESG metrics platform, defining how data from distributed owners would be tracked, reconciled, and reported to executives; co-facilitated the 2-day cross-functional session that produced its user stories, prioritization, and three delivery workstreams with named data ownership
- Led research and personas on income-qualified electric access; the findings fed Xcel's year-end regulatory filing that sustains funding for its income-qualified programs
Jun 2022 — Nov 2023
Service Designer
Rêve Consulting · view case study
- Led 50+ stakeholder interviews and synthesis to redesign how a corporation operating in 70 countries requested, accessed, and used financial data analytics; our team's 9 personas, current-versus-desired gap analysis, and annotated wireframe fast-tracked the build
- Ran research and co-design with employees reporting Social Determinants of Health challenges at a national health insurer — work that led to enterprise policy changes including a living-wage increase, a food-security partnership, expanded daycare benefits, and pay-on-demand, and a 10–15% reduction in employees reporting those challenges
- Designed workflows and service blueprints for regulated financial services and healthcare clients, scoping engagements and delivering to executive sponsors on agency timelines
- Mentored junior designers on live client work and led UX method workshops for every new hire, strategists and designers alike, building method skills the team applied across client industries
Jun 2019 — Jun 2022
Web Experience Strategist
media junction
- Owned content strategy, information architecture, and UX design end to end for B2B client website experiences at a digital marketing agency, working a rotating client roster in a waterfall model and holding web standards consistent with each client's brand system
Sep 2015 — Feb 2019
© 2026 Zach Holloway
zholloway28@gmail.comLinkedIn