Ricky R - Portfolio

Work

About me

Get in touch

Case Study

Team HUB

Internal Resource & Live-Chat Knowledge Platform

Internal Resource &

Live-Chat Knowledge Platform

Internal Resource & Live-Chat Knowledge Platform

Role: Lead Product Designer

Scope: Internal Enterprise Platform

Duration: 5 Years, Continuous

A centralized knowledge platform built to support hospital care advocates during real-time patient conversations.

Unlike a traditional design project, Team HUB was designed, built, and iterated while I was actively working as a live chat agent handling the same patient conversations the tool was built to improve.

Over five years, it evolved from a personal reference sheet into a full internal platform used across the team.

Visuals and content have been generalized to protect internal systems.

the challenge

Information was everywhere.

Except where agents needed it.

Information was everywhere.

Except where agents needed it.

Information was everywhere.

Except where agents needed it.

Agents supported patients across a growing ecosystem of web portals, mobile apps, and medical services while maintaining accuracy, empathy, and speed in live conversations.

Scattered across outdated spreadsheets, PDFs, and bookmarked websites

Inconsistent between agents - everyone had their own "cheat sheet"

Impossible to access quickly during an active chat

~2 min

Average time to find

a script or answer

3 - 5

Different tools open

during a single chat

3 Weeks

Onboarding time

before agents felt confident

Agents needed a single source of truth that could be accessed mid-conversation without

slowing them down.

Agents needed a single source of truth that could be accessed mid-conversation without slowing them down.

the approach

Built from the front line,

not a conference room.

Built from the front line, not a conference room.

Because I was both the designer and an active agent, every design decision was informed by real conversations happening in real time.

This wasn't research-then-design, it was design-while-doing.

Because I was both the designer and an active agent, every design decision was informed by real conversations happening in real time. This wasn't research-then-design, it was design-while-doing.

Because I was both the designer and an active agent, every design decision was informed by real conversations happening in real time.

This wasn't research-then-design, it was design-while-doing.

Decision 01

Organized scripts by scenario, not department

Agents think in patient situations ("scheduling an appointment"), not org charts

("department X"). Restructuring by scenario cut lookup time dramatically.

Agents think in patient situations ("scheduling an appointment"), not org charts ("department X"). Restructuring by scenario cut lookup time dramatically.

Decision 02

Added copy-to-clipboard on every script

During a live chat, every second matters. One click to copy, paste into chat, personalize, send. No highlighting, no Ctrl+C.

Decision 03

Surfaced "most used" scripts automatically

80% of chats fall into the same 15-20 scenarios. Floating the most-used scripts to the top eliminated scrolling for the majority of lookups.

Decision 04

Built portal navigation mirrors

Patients would say "I'm on the screen with the blue button" and agents had no way to see what they meant. The portal nav section let agents mirror the patient's exact view.

the solution

A living system, not a static tool.

Team HUB consolidated chat scripts, workflows, contact directories, and portal navigation guides into a single platform, designed to be used while actively chatting with patients.

Living script database with scenario-based organization, usage tracking, and one-click copy. Content updated continuously as services changed.

impact

Measurable improvements

across the board.

Measurable improvements

across the board.

~85%

Reduction in script lookup time

Reduction in script

lookup time

From ~2 min searching

to ~15 sec

From ~2 min searching

to ~15 sec

3→1

Tools needed during a chat

Tools needed

during a chat

Consolidated

from 3-5 tools to 1

Consolidated from 3-5 tools to 1

Consolidated

from 3-5 tools to 1

50%

Faster onboarding

New hires reached confidence

in weeks, not months

New hires reached confidence in weeks,

not months

qualitative outcomes

More consistent patient experience across all agents

Higher agent satisfaction and reduced cognitive load and frustration

System maintained accuracy through continuous updates over 5 years

reflection

The project that changed my career.

Team HUB started as a survival tool. I was a live chat agent drowning in scattered information, and I built something to help myself work faster. Watching my teammates adopt it, rely on it, and eventually depend on it showed me what product design actually is: solving real problems for real people, then making the solution better every day.

Team HUB started as a survival tool.

I was a live chat agent drowning in scattered information, and I built something to help myself work faster.

Watching my teammates adopt it, rely on it, and eventually depend on it showed me what product design actually is: solving real problems for real people, then making the solution better every day.

The most powerful design research isn't a phase, it's what happens when you're the user and the designer at the same time. Five years of building this system while using it daily taught me more about product thinking than any bootcamp or course could.

The most powerful design research isn't a phase, it's what happens when you're the user and the designer at the same time.

Five years of building this system while using it daily taught me more about product thinking than any bootcamp or course could.

View prototype

Next Project

Get in touch