Chantelle Butler, UXC

Product design · UX research · Design leadership

Making consequential health decisions clearer—and complex services more human.

I’m a player-coach with 20+ years in UX and design, including 8+ years improving health coverage and public-benefit experiences. I connect customer evidence, product strategy, interaction design, and delivery so people can understand their options and move forward with confidence.

View selected work Contact me
20+
years in UX and design
8+
years in health and human services
1 → 8
UX practice growth
60+
websites and digital products

Selected work

Designing across the whole service

Consumer moments are shaped by policy, data, operations, employee tools, communications, and support. My work makes those connections visible and turns them into buildable product decisions.

01

Washington Healthplanfinder experience modernization

One marketplace, many consequential moments

Customers experience account creation, eligibility, plan shopping, enrollment, document verification, correspondence, and account management as one service—even when delivery spans multiple programs and teams.

My role

  • Led experience strategy and design direction across the end-to-end journey.
  • Created and reviewed responsive flows, wireframes, prototypes, accessible patterns, content hierarchy, annotations, and implementation detail.
  • Used interviews, usability testing, analytics, accessibility reviews, and service blueprinting to find root causes.
  • Partnered with product and engineering on edge cases, acceptance criteria, component behavior, and design quality through delivery.

Impact: Established a durable in-house product design practice and helped new programs and policy changes fit into a consistent, familiar experience.

Create accountDetermine eligibilityCompare plansEnrollMaintain coverage
02

Smart Planfinder decision support

Turning health plan data into an understandable choice

Health plan comparison is both a data problem and a confidence problem. People weigh premiums, deductibles, providers, prescriptions, expected care use, and preferences—often under time pressure and with incomplete information.

Care needsProviders & prescriptionsPlan comparisonTradeoffs explained

Design decisions

  • Organized inputs around customers’ questions instead of the underlying data structure.
  • Used progressive disclosure to surface key differences before deeper detail.
  • Made assumptions, limitations, and tradeoffs visible enough to support trust.
  • Connected research findings to product priorities and implementation decisions.

Impact: Translated multiple sources of health and preference data into an explainable decision-support experience designed to help customers compare plans and understand meaningful differences.

03

Integrated Eligibility and Apple Health modernization

Connecting consumer and employee workflows

A change to one eligibility question can affect policy interpretation, federal data exchange, worker review, verification, notices, support, downstream coverage, and the information a customer must provide. The consumer and employee experiences need to be designed as one connected system.

My role

  • Created a shared experience model across policy, program, product, architecture, research, design, and engineering.
  • Used flows and prototypes to validate rules, expose edge cases, and clarify requirements before development.
  • Directed inclusive research with older adults, people with disabilities, caregivers, and customers needing assisted or low-digital-access pathways.
  • Connected front-stage interactions with worker activities, data, communications, and handoffs through service blueprinting.

Impact: Gave teams a practical way to test assumptions and resolve complexity earlier, reducing the risk of improving one touchpoint while creating friction elsewhere.

Design leadership

Scaling quality through shared foundations

I built the Exchange’s UX research and design practice from one role to eight designers and researchers while staying close to priority product work.

Practice building

Established research cadences, a repository, experience reviews, and clearer checkpoints from product definition through delivery.

Design systems

Created the organization’s first design system and cross-functional development framework, including reusable patterns and accessibility expectations.

Coaching & quality

Mentored designers and researchers, coached cross-functional partners in HCD, and provided direct design direction and quality review.

Experience governance

Founded a customer experience community of practice and an annual State of UX learning forum to make customer evidence easier to understand and reuse.

Responsible innovation

Designing automation without losing trust

Automation can remove effort, but it can also hide how a decision was made or strand a person when the data is wrong. I treat automation as a service-design problem—not only a technology feature.

Clear disclosureData qualityAccessibilityError recoveryHuman support

My work has included automated document verification, facilitated enrollment, two-way text and email, content modernization, and future AI-enabled concepts evaluated for customer value, privacy, fairness, explainability, feasibility, accessibility, and human oversight.

Let’s talk

I bring strategy and craft together.

My approach is practical: frame the member problem, make the opportunity concrete, test the riskiest assumptions early, coach the team through tradeoffs, and protect trust, clarity, and accessibility through delivery.

chantelle.butler@gmail.com (719) 321-0808

Olympia, Washington