Zach Holloway
UX Designer · Strategy & Execution
UX designer with 10 years of product and service design experience in regulated, high-stakes industries — healthcare, financial services, and energy. My work spans end-to-end: discovery research, interaction design, prototyping, and delivery in close collaboration with product managers and engineers. I'm drawn to products where design must build genuine trust — where what users understand and believe about a product shapes the decisions they make.
Freelance UX / Service Designer
Embedded UX/service designer on project-based engagements in regulated, complex-service industries — healthcare, medical devices, and B2B digital products. Spanning discovery research, prototyping, workshop facilitation, service design, and design strategy. Most recent engagement: product and experience design for a medical-device company's patient experience.
Experience Strategist
- Led research and end-to-end product design for RxBenefits' first-ever member portal — a 0→1 initiative at a pharmacy benefits company that had never spoken directly to members in its 30-year history.
- Ran discovery research with 19 members and current-state sessions with 13 internal stakeholders; the finding that members had no awareness of RxBenefits reshaped the product roadmap entirely.
- Designed and user-tested four onboarding features from concept through prototype, and delivered the company's first member-experience strategy plus a prioritized roadmap of 18 concepts.
- Contributed to RxBenefits' first design system, defining elements and testing new components ahead of launch.
Experience Designer
- Researched the experience for electric outage notifications, identified a flaw in the geographic-targeting logic, and recommended an update that drove a 22-point quarter-over-quarter improvement in customer satisfaction.
- Proposed research before leadership built an empathy-training program for field workers; in-context interviews and ride-alongs revealed the real problem was tools and processes, not people — shifting a major organizational decision with skeptical senior leaders.
- Co-facilitated a 2-day cross-functional session to define requirements for Xcel's first ESG sustainability-tracking platform, producing 3 development workstreams and a phased roadmap.
Service Designer
- Led 50+ employee interviews across a global agricultural/industrial corporation operating in 70 countries to understand fragmented financial-data access; delivered 9 user personas, a current-vs-desired gap analysis, and an annotated wireframe for a unified data platform.
- Conducted research with employees at a national health insurer reporting Social Determinants of Health challenges; the co-design process produced enterprise changes — a living-wage increase, a food-security partnership, and expanded childcare benefits — reducing SDOH-related challenges for 10–15% of the affected population.
Web Experience Strategist
Designed and delivered website experiences for B2B clients — owning content strategy, information architecture, and UX design across engagements.