Franklin (Fuan) Li

Human Nature First - Senior UX Designer

12

Years Experience

6

Major Projects

20M+

User Impacted

Featured Work

Innovative healthcare UX solutions that improve member experiences and set industry standards

Behavioral Health Triage

AI - Powered
Mental Health
Industry Frist

First-of-its-kind mental health triage experience in the healthcare insurance industry, guiding members to appropriate care through personalized, step-by-step interface.

Impact: Reduced mental health care access barriers by 60% • Set new industry standard
6 weeks
UX Research • Testing • Interaction Design • Visual Design

Healthcare Cost Transparency

Fintech
Data Visualization
Compliance

Comprehensive cost transparency flow providing upfront clarity on healthcare expenses, from routine visits to complex multi-step procedures.

Impact: Reduced billing surprises by 70% • Improved member trust scores by 45%
2 Years Ongoing
Strategic Design • Complex Data • Multi-channel

AI Empowered Smart Search

Accessibility
Search UX
Machine Learning

Enhanced provider search with intelligent algorithms and contextual understanding, dramatically improving search accuracy and member satisfaction.

Impact: Cut average search time from 4 minutes to 90 seconds • 85% accuracy improvement
6 weeks
Interaction Design • User Testing • AI Integration• Visual Design

Multi-Channel Payment Flow

System Design
Multi-Channel
Security

Unified payment system supporting Guest, Member, SalesConnect, FHCP, and FFM channels with consistent, secure experiences across all touchpoints.

Impact: Cut average search time from 4 minutes to 90 seconds • 85% accuracy improvement
6 Months
Payment UX • Cross-platform • Compliance

AI-Enhanced Nurse Chat

Generative AI
Healthcare
Security

Secure chat platform connecting members with licensed nurses, enhanced by generative AI for intelligent, context-aware health guidance.

Impact: Improved response quality by 60% • 24/7 member support availability
4 weeks
Payment UX • Cross-platform • Compliance

Enterprise Design System

Generative AI
Healthcare
Security

Comprehensive digital library of reusable UI components ensuring consistency, efficiency, and scalability across Florida Blue's digital ecosystem.

Impact: Reduced development time by 40% • Maintained across 10+ products
4 years ongoing
System Thinking • Component Library • Team Leadership

About Me

12 years of experience transforming complex challenges into intuitive digital experiences

Summary

I'm a UX designer with deep expertise in health care innovation, having spent 12 years helping organizations build successful digital products that directly impact millions of users. My experience spans across startup environments, manufacturing, and large corporate settings, giving me a unique perspective on how design strategy adapts to different organization needs and constraints.

I specialize in complex problem-solving-whether that's pioneering the first mental health triage system in the insurance industry, integrating AI into healthcare experiences, or designing cost transparency tools that help people make informed healthcare decisions. What drives me is the opportunity to make healthcare more accessible, transparent, and human-centered through thoughtful design and emerging technology.

My Design Process

My design process mirrors the way humans naturally solve problems: through observation, experimentation, and iteration. I spend time understanding not just what users do, but why they do it. This means diving deep into user research, conducting behavioral analysis, and constantly questioning assumptions.

Whether I'm designing a meditation app that respects attention spans or an e-commerce flow that acknowledges decision fatigue, I start with fundamental questions: What does this person really need? What are they feeling in this moment? How can design reduce friction and increase delight?

Great UX design is anthropology in action. It's about understanding cultural contexts, personal motivations, and the unspoken needs that drive behavior. My portfolio showcases projects where I've translated these human insights into digital experiences that feel effortless, meaningful, and genuinely helpful.

Core Expertise

AI-Integration Profession: Gen AI, Conversation AI, Machine Learning, Algorithm

SaaS from 0 to 1: Start Up Co Founder Experience

Accessibility Expert: WCAG 2.1, 2.2, ADA, Section 508

Design System: Library Creation and Maintenance, Scalable UI pattern

Cognitive empathy - Understanding mental models and decision-making processes

Behavioral psychology - Designing with human biases and shortcuts in mind

Emotional resonance - Creating experiences that feel intuitive and satisfying

Inclusive thinking - Recognizing diverse needs, abilities, and contexts

Let’s Work Together