Irish Malig Profile
The short answer is that Irish Malig has worked on projects for Premara BCBS for over three years, researching user experiences, facilitating design improvement and improving both business and customer experiences.
There was not much information about Ms Malig in the public domain. Her LinkedIn page was the most enlightening, but I was able to piece together a profile of her philosophies and principles based on limited other data publicly available.
Below you will find a deep dive of my findings.
Ms Malig's work experience began in 2008, after she obtained her MS in Organization Change Management from the New School University.
Her first role was as a Design Research and Development Specialist for Memorial Sloan Kettering Cancer Center. Here, she served as a project manager for the Department of Strategic Planning and Innovation. During this time, she helped create an Innovation Lab and other initiatives to improve the patient experience.
After three years, Ms Malig moved on to the Carbon Design Group to work as their Senior Design Researcher and Strategist. CDG are a product development consultancy. Ms Malig worked with CDG for only 17 months before she left to pursue freelance work. Unfortunately, there are no testimonials or portfolios available to allow us to see what projects she worked on during her time with CDG.
In April 2014, Ms Malig then started work for Premara BCBS to improve their "customer experience design strategy". She worked as a Senior Design Strategist for 19 months before being promoted to Senior Manager of Experience Strategy. Within the project, she worked with operations and clinical staff, both internally and externally, to help support decision-making for Premara's members. She helped develop self-service tools for members, service redesign of core experiences, and redesigned background processes to improve business and customer experiences.
As expected, her chief skills are strategy, design strategy and project management.
MAJOR WEBSITE REDESIGNS IN THE PAST
While much of Ms Malig's professional life has resided in user experience and design strategy, I could not find any evidence she has directly participated in major website redesigns in the past. She did help in designing self-service tools (including check-in terminals) for patients during her work with both Memorial Sloan Kettering Cancer Center and Premara BCBS. There is no evidence, however, that this work extended to website design.
Her blog page only contains work that she did for Memorial Sloan Kettering Cancer Center, where she helped redesign a delivery care model for a satellite chemotherapy center, but not their public-facing website. Her Twitter feed has not been updated since 2016, and despite being rather prolific in 2011 and 2012, she has not tweeted any details of projects involved website redesigns.
In a talk at the IIT Design Research Conference 2010, she described her main role as a "facilitator", but there is no mention of website design.
During her work for Carbon Design Group, it is possible she helped head some website redesigns, as her role was to "design research and strategy can help deliver delightful user experiences." In a response to a student researcher, she clarified her role with CDG as, "I make sure we have the appropriate amount of research (whether that's from my desk or in the field) to get to actionable insights that will define a product design." This is interpreted to mean that while she may have directly participated in larger projects like website redesigns at CDG, she would've helped frame and define it through research, not direct design.
Given the indirect evidence above, it appears that Ms Malig has not previously been involved in any major website redesigns in the past.
STATED GOALS FOR PREMARA BCBS
Irish Malig staffed a workshop at IASDR Conference 2017, called "Patient 360: Collaborating on Cancer Care". This workshop focused on showing how Premara conducted design research to help build a robust understanding of the cancer experience. This gives some insight into Ms Malig's passion for truly understanding patient experiences, and how this data can possibly to be used to improve the customer experience overall.
Unfortunately, outside of Ms Malig's short role descriptions on LinkedIn, coupled with her endorsements of colleagues, there is no other evidence in the public domain regarding her work for Premara. In the next section, I was able to gain some insight on her general philosophy, which may apply to the Premara redesign.
STATEMENTS ON DESIGN/WORK PHILOSOPHY
Some statements from colleagues on LinkedIn give clues as to Irish's work philosophy, especially related to her time with Premara BCBS. Peers describe her as "customer-obsessed, [who] lives and breathes user research." Others speak of her innate ability to pull teams together and really drive co-workers to put their forward best. Many describe her passion and leadership skills.
Her blog, Twitter and past projects speak to her passion for facilitating the user experience. She enjoys digging deep and truly understanding the mindset of the user, then translating that information into actionable insights.
Despite limited publicly available evidence, I was able to formulate a picture of Irish Malig's work experience, philosophies and possible goals for her projects with Premara BCBS. Overall, she is a passionate researcher and designer of user experience strategy, who strives to truly understand the user experience and translate that into impactful, actionable insights to improve service design and delivery.