Team HUB
Team HUB
Internal Resource & Live-Chat Knowledge Platform
Internal Resource &
Live-Chat Knowledge Platform
Role: UX / UI Product Designer
Role: UX / UI Product Designer
Role: UX / UI Product Designer
Type: Internal Enterprise Platform
Type: Internal Enterprise Platform
Type: Internal Enterprise Platform
Timeline: Multi-year, iterative (5 years)
Timeline: Multi-year, iterative (5 years)
Timeline: Multi-year, iterative (5 years)
Overview
Overview
Overview
Team HUB is an internal resource and live-chat knowledge platform developed and maintained over several years to support hospital care advocates during real-time patient conversations.
Unlike a traditional design project, this system was built while actively handling live chats, allowing insights to be gathered directly from patient questions, agent workflows, and evolving healthcare services.
Team HUB is an internal resource and live-chat knowledge platform developed and maintained over several years to support hospital care advocates during real-time patient conversations.
Unlike a traditional design project, this system was built while actively handling live chats, allowing insights to be gathered directly from patient questions, agent workflows, and evolving healthcare services.
Team HUB is an internal resource and live-chat knowledge platform developed and maintained over several years to support hospital care advocates during real-time patient conversations.
Unlike a traditional design project, this system was built while actively handling live chats, allowing insights to be gathered directly from patient questions, agent workflows, and evolving healthcare services.
All visuals and content shown have been generalized to protect internal systems and data.
All visuals and content shown have been generalized to protect internal systems and data.
All visuals and content shown have been generalized to protect internal systems and data.
The Challenge
The Challenge
The Challenge
Agents were expected to support patients across a growing ecosystem of tools, web portals, mobile apps, and medical services, while maintaining accuracy, empathy, and speed in live conversations.
At the same time, information was:
Scattered across outdated spreadsheets, PDFs, and websites
Inconsistent between agents
Difficult to access during active chats
This resulted in:
Longer response times
Higher cognitive load for agents
Inconsistent patient experiences
Extended onboarding time for new hires
Agents needed a single, reliable source of truth that could be used during live conversations without slowing them down.
Agents were expected to support patients across a growing ecosystem of tools, web portals, mobile apps, and medical services, while maintaining accuracy, empathy, and speed in live conversations.
At the same time, information was:
Scattered across outdated spreadsheets, PDFs, and websites
Inconsistent between agents
Difficult to access during active chats
This resulted in:
Longer response times
Higher cognitive load for agents
Inconsistent patient experiences
Extended onboarding time for new hires
Agents needed a single, reliable source of truth that could be used during live conversations without slowing them down.
The Solution
The Solution
The Solution
The Team HUB emerged as a centralized internal system that combined chat scripts, workflows, contact information, and navigation support into a single source of truth, designed to be used while actively chatting with patients.
Rather than being designed for a single launch, the platform was treated as a living system, continuously updated as:
Patient questions evolved
The portal UI changed
New services were introduced
Internal processes shifted
The result was a tool that supported both day-to-day efficiency and long-term scalability.
The Team HUB emerged as a centralized internal system that combined chat scripts, workflows, contact information, and navigation support into a single source of truth, designed to be used while actively chatting with patients.
Rather than being designed for a single launch, the platform was treated as a living system, continuously updated as:
Patient questions evolved
The portal UI changed
New services were introduced
Internal processes shifted
The result was a tool that supported both day-to-day efficiency and long-term scalability.
Research & Continuous Discovery
Research & Continuous Discovery
Research for Team HUB was conducted through direct, ongoing exposure to patient conversations and agent workflows.
Research for Team HUB was conducted through direct, ongoing exposure to patient conversations and agent workflows.
While supporting patients via live chat, recurring questions, points of confusion, and friction patterns were documented and organized into an evolving knowledge system. Over time, these patterns informed how scripts were written, categorized, and prioritized.
High-frequency patient questions identified through daily chats
Gaps in existing documentation uncovered in real time
Outdated internal spreadsheets and resources audited and consolidated
Portal and app changes continuously reflected in script updates
These sources were audited, consolidated, and continuously updated based on real usage.
This approach allowed insights to emerge organically over time, grounded in real-world needs rather than assumptions.
While supporting patients via live chat, recurring questions, points of confusion, and friction patterns were documented and organized into an evolving knowledge system. Over time, these patterns informed how scripts were written, categorized, and prioritized.
High-frequency patient questions identified through daily chats
Gaps in existing documentation uncovered in real time
Outdated internal spreadsheets and resources audited and consolidated
Portal and app changes continuously reflected in script updates
These sources were audited, consolidated, and continuously updated based on real usage.
This approach allowed insights to emerge organically over time, grounded in real-world needs rather than assumptions.
Design Process / System Evolution
Design Process / System Evolution
Rather than following a linear design process, Team HUB evolved through continuous iteration. As patient needs, internal tools, and medical services changed, the system was regularly updated to ensure accuracy and usability.
Rather than following a linear design process, Team HUB evolved through continuous iteration. As patient needs, internal tools, and medical services changed, the system was regularly updated to ensure accuracy and usability.
Continuous Iteration
Continuous Iteration
Driven by:
Driven by:
Daily exposure to patient questions
Agent feedback
Policy and platform updates
Daily exposure to patient questions
Agent feedback
Policy and platform updates
Design Decisions
Design Decisions
Validated by:
Validated by:
Categories were reorganized based on usage frequency
Workflows were refined as edge cases emerged
Categories were reorganized based on usage frequency
Workflows were refined as edge cases emerged
This approach ensured the system stayed accurate, relevant, and usable, even as underlying products and services changed.
This approach ensured the system stayed accurate, relevant, and usable, even as underlying products and services changed.
Key Features & Solutions
Key Features & Solutions
Chat Scripts
Chat Scripts
The core of Team HUB is a living script database designed for real-time use.
The core of Team HUB is a living script database designed for real-time use.
Highlights
Highlights
Scripts categorized by topic and scenario
“Most used” responses surfaced naturally through usage
Copy-to-clipboard interaction optimized for speed
Content updated continuously as portal flows and services changed
Scripts categorized by topic and scenario
“Most used” responses surfaced naturally through usage
Copy-to-clipboard interaction optimized for speed
Content updated continuously as portal flows and services changed
Workflows
Workflows
Standardized step-by-step guidance for common and complex scenarios.
Standardized step-by-step guidance for common and complex scenarios.
Highlights
Highlights
Best practices for escalations, transfers, and follow-ups
Clear structure to support both experienced and new agents
Used as both a reference and a training resource
Best practices for escalations, transfers, and follow-ups
Clear structure to support both experienced and new agents
Used as both a reference and a training resource
Portal & App Navigation Support
Portal & App Navigation Support
Designed to help agents follow the patient journey in real time.
Designed to help agents follow the patient journey in real time.
Highlights
Highlights
Allows agents to mirror what patients see
Helps identify friction points as they happen
Improves clarity when guiding patients step by step
Allows agents to mirror what patients see
Helps identify friction points as they happen
Improves clarity when guiding patients step by step
Contact Information System
Contact Information System
A structured internal directory that replaced outdated spreadsheets.
A structured internal directory that replaced outdated spreadsheets.
Highlights
Highlights
Region-based organization
Time-zone awareness
Scannable tables for fast lookup
Reduced errors and unnecessary escalations
Region-based organization
Time-zone awareness
Scannable tables for fast lookup
Reduced errors and unnecessary escalations
Results & Impact
Results & Impact
As Team HUB matured, it delivered measurable improvements across efficiency, quality, and satisfaction.
As Team HUB matured, it delivered measurable improvements across efficiency, quality, and satisfaction.
Operational Improvements
Operational Improvements
Faster response times during live chats
Reduced context switching between tools
More consistent explanations across agents
Faster response times during live chats
Reduced context switching between tools
More consistent explanations across agents
Quality & Training
Quality & Training
Improved response consistency
Faster onboarding for new hires
Increased agent confidence during complex interactions
Improved response consistency
Faster onboarding for new hires
Increased agent confidence during complex interactions
User Satisfaction
User Satisfaction
Higher agent satisfaction due to reduced cognitive load
Improved patient experience through clearer, more consistent support
Higher agent satisfaction due to reduced cognitive load
Improved patient experience through clearer, more consistent support
Prototype
Prototype
The Team HUB prototype embodies essential principles: it applies the same UX standards to internal tools as to customer-facing products, treats content systems as products, and emphasizes that valuable insights arise from real challenges. It highlights the need for adaptable design in healthcare and employs systems thinking for scalable solutions.
This version is a simplified case study representation, with visuals and content generalized to protect the organization’s internal systems and data.
The Team HUB prototype embodies essential principles: it applies the same UX standards to internal tools as to customer-facing products, treats content systems as products, and emphasizes that valuable insights arise from real challenges. It highlights the need for adaptable design in healthcare and employs systems thinking for scalable solutions.
This version is a simplified case study representation, with visuals and content generalized to protect the organization’s internal systems and data.
Reflection & Lessons Learned
Reflection & Lessons Learned
Designing Team HUB reinforced several key principles:
Internal tools deserve the same UX rigor as customer-facing products
Content systems are products, not documentation
The most valuable insights come from sustained exposure to real problems
Designing for change is essential in healthcare environments
Systems thinking is essential when designing for scale
Designing the Team HUB shaped my approach to product design, emphasizing empathy not just for end users, but for the teams supporting them.
Designing Team HUB reinforced several key principles:
Internal tools deserve the same UX rigor as customer-facing products
Content systems are products, not documentation
The most valuable insights come from sustained exposure to real problems
Designing for change is essential in healthcare environments
Systems thinking is essential when designing for scale
Designing the Team HUB shaped my approach to product design, emphasizing empathy not just for end users, but for the teams supporting them.