Eileen Tong

About

Product and UX leader partnering with early-stage teams and enterprises to uncover user needs, validate ideas, and drive smarter product decisions. Specializes in healthcare, AI, and enterprise technology—leading UX strategy, user research, interaction design, and design systems implementation across B2B and consumer platforms. Conducts usability testing, user interviews, workflow analysis, and rapid design iteration to reduce product risk and improve adoption, including work involving ChatGPT-based conversational experiences and healthcare plan/enrollment and benefits navigation products.

Experience

• Founder · Insight Studios01-01-2025

  Partner with early-stage teams to uncover user needs, validate ideas, and drive smarter product decisions Specialize in healthcare, AI, and enterprise technology, with a focus on complex systems and emerging technologies Lead UX strategy, user research, interaction design, and product experience development across B2B and consumer platforms Translate ambiguous product concepts into clear, scalable, and actionable user experiences Collaborate closely with founders, product managers, and engineering teams to align business goals with user needs Conduct usability testing, user interviews, workflow analysis, and rapid design iteration to reduce product risk and improve adoption Established the UX design and user research process for Services Operations, a team that creates technology solutions for Twilio support teams, in alignment with existing engineering processes. Led the implementation of design systems and guidelines for Services Operations technology solutions. Led design and user research for Support, Sales, and Ops team, including a Chat-GPT based AI conversational experience across platforms (Salesforce, Slack, Zendesk) Responsible for leading multiple enterprise and consumer-facing technology innovation projects through the design and research process while collaborating closely with product team and internal stakeholders Led successful launch of Medicare plan selection and enrollment system for internal sales agents Enabled MVP launch of Medicaid benefits navigator responsive site and text messaging system for Medicaid members Responsible for leading multiple international enterprise research and design projects. Created and successfully implemented 2 major competitive enterprise vendor evaluation plans for vendor selection through user research, including heuristics evaluation of vendor solutions (desktop and mobile), usability testing, and surveys for final round solutions. Established UX best practices for enterprise vendor implementation, including iterative test-and-learn cycles to improve the new user's experience for a company-wide analytics system. Responsible for leading user research and design initiatives for large client-facing hospital site, northwell.edu Led multiple design and user research projects, including creating a service design blueprint around the clinical trial process and information architecture testing for the client-facing Contact Us section Aided moderators in notetaking, data collection, and usability lab setup for large scale usability testing study for the medical device industry.

• Staff Product Designer · Twilio07-01-2022 – 12-01-2024

  Established the UX design and user research process for Services Operations, a team that creates technology solutions for Twilio support teams, in alignment with existing engineering processes. Led the implementation of design systems and guidelines for Services Operations technology solutions. Led design and user research for Support, Sales, and Ops team, including a Chat-GPT based AI conversational experience across platforms (Salesforce, Slack, Zendesk) Responsible for leading multiple enterprise and consumer-facing technology innovation projects through the design and research process while collaborating closely with product team and internal stakeholders

• Senior Product Designer · Humana04-01-2021 – 07-01-2022

  Led successful launch of Medicare plan selection and enrollment system for internal sales agents Enabled MVP launch of Medicaid benefits navigator responsive site and text messaging system for Medicaid members

• Senior Product Designer · McKinsey & Company02-01-2017 – 04-01-2021

  Responsible for leading multiple international enterprise research and design projects. Created and successfully implemented 2 major competitive enterprise vendor evaluation plans for vendor selection through user research, including heuristics evaluation of vendor solutions (desktop and mobile), usability testing, and surveys for final round solutions. Established UX best practices for enterprise vendor implementation, including iterative test-and-learn cycles to improve the new user's experience for a company-wide analytics system.

• User Experience Designer · Northwell Health06-01-2016 – 12-01-2016

  Responsible for leading user research and design initiatives for large client-facing hospital site, northwell.edu Led multiple design and user research projects, including creating a service design blueprint around the clinical trial process and information architecture testing for the client-facing Contact Us section

• User Research Consultant (Contract) · GfK02-01-2016 – 04-01-2016

  Aided moderators in notetaking, data collection, and usability lab setup for large scale usability testing study for the medical device industry.

Education

• Ohio State University-Main CampusMasters of Social Work, Masters of Social Work
• Depaul UniversityMasters of Human-Computer Interaction, Human-Computer Interaction
• University of PittsburghBachelors of Accounting, Accounting

Similar talent on Pangea

Bhanu P.Curious Designer | UX Expertise | MS HCI-D | Photographer & TravelerChicago, ILManish D.AI Product Design Designer | Full-Stack UX Strategist & Consultant | Driving Growth & Innovation Across Enterprise SaaS, HealthTech, FinTech & HR TechLos Angeles, CATiana T.Senior Product Designer | Pricing & eCommerce | UX Research & Design SystemsAustin, TXBen F.Experienced Product Designer & UX Strategist | AI Integration in Healthcare & TechnologySt. Louis, MO