Navigator HUB
UX/UI Case Study: Designing a Centralized Resource Platform for Live-Chat Medical Facility Agents
Healthcare Technology
UX Research
Interface Design
Project Overview
The Challenge
Live-chat agents at medical facilities were struggling with inconsistent responses, lengthy response times, and difficulty accessing critical information during patient interactions. This led to frustrated patients and inefficient support processes.
The Solution
Navigator HUB - a centralized platform providing agents with instant access to pre-approved scripts, contact information, workflows, and resources, enabling faster, more consistent patient support.
85%
Reduction in Response Time
92%
Agent Satisfaction
78%
Improved Patient Experience
User Research
To understand the challenges faced by live-chat agents, we conducted comprehensive research using multiple methodologies to gather both qualitative and quantitative insights.
Research Methods
User Interviews
12 Live-chat Agents
Identified pain points in accessing information during live chats
Observational Studies
6 Agent Sessions
Documented workflow inefficiencies and frequent interruptions
Surveys
45 medical Staff
Quantified response time issues and resource accessibility challenges
Key Findings
Information Scattered
Agents used 5+ different systems to find patient information and responses
Inconsistent Messaging
40% variation in responses to similar patient inquiries across agents
High Cognitive Load
Agents reported feeling overwhelmed juggling multiple resources during chats
Training Challenges
New agents took 3+ weeks to become proficient with existing systems
Design Process
We followed a user-centered design approach, iterating through multiple phases to ensure the final solution addressed real user needs and business objectives.
Process Timeline
Discovery
2 weeks
Stakeholder interviews
User journey mapping
Competitive analysis
Defined core user needs and business requirements
Ideation
1 week
Design workshops
Crazy 8s exercises
Feature prioritization
Generated 15+ concept variations and prioritized key features
Prototyping
3 weeks
Low-fidelity wireframes
Interactive prototypes
Usability Testing
Validated core navigation and script access patterns
Design
4 weeks
Visual Design
Design system creation
Responsive layouts
Created cohesive interface aligned with medical facility branding
Testing
2 weeks
User testing sessions
A/B testing
Accessibility audits
Refined interface based on user feedback and accessibility standards
Design Principles
Efficiency First
Every interaction should minimize time away from patient conversations
Consistency
Standardized responses ensure uniform patient experience across all agents
Accessibility
Interface must work for agents with varying technical expertise and abilities
Scalability
System should accommodate growing content and user base without performance issues
Key Features & Solutions
Navigator HUB addresses core challenges through carefully designed features that prioritize agent efficiency and patient satisfaction.
Smart Script Search
Instant search through categorized response templates with auto-suggestions and tagging system.
Key Benefits
90% faster response retrieval
Consistent messaging
Easy Content updates
One-Click Copy
Copy pre-approved responses directly to clipboard with customizable merge fields for personalization.
Key Benefits
Reduced typing errors
Faster response times
Maintained compliance
Resource Library
Centralized access to contact information, workflows, policies, and frequently updated resources.
Key Benefits
Single source of truth
Always up-to-date
Easy navigation
Role-Based Access
Customized content and permissions based on agent role, department, and experience level.
Key Benefits
Relevant content only
Secure information
Scalable permissions
Quick Actions
Streamlined workflows for common tasks like escalations, transfers, and follow-ups.
Key Benefits
Reduced task switching
Faster resolution
Better tracking
Compliance Tracking
Built-in compliance monitoring and audit trails for all patient interactions and script usage.
Key Benefits
Regulatory compliance
Quality assurance
Performance analytics
Results & Impact
Six months post-launch, Navigator HUB has delivered significant improvements across efficiency, quality, and user satisfaction metrics.
Efficiency Gains
Response Time
Before:
3.2 minutes
After:
94%
34% increase
Task Completion
Before:
4.2 minutes
After:
1.8 minutes
56% faster
Context Switching
Before:
12 times/hour
After:
3 times/hour
75% reduction
Quality Improvements
Response Consistency
Before:
60%
After:
94%
34% increase
Compliance Rate
Before:
78%
After:
98%
20% increase
Error Rate
Before:
12%
After:
3%
75% reduction
User Satisfaction
Agent Satisfaction
Before:
6.2/10
After:
9.1/10
47% increase
Patient CSAT
Before:
7.4/10
After:
8.9/10
20% increase
Training Time
Before:
3 weeks
After:
5 days
76% reduction
What Users Are Saying
"Navigator HUB transformed how we handle patient inquiries. Everything I need is right at my fingertips."
Sarah Martinez
Senior Chat Agent
"The script database alone saved us countless hours. Responses are now consistent across our entire team."
Michael Chen
Team Lead
"Training new agents is so much easier now. They're productive within days instead of weeks."
Jennifer Kumar
Trainer Coordinator
Lessons Learned & Next Steps
Key Learnings
The Navigator HUB project provided valuable insights into designing for healthcare environments and supporting high-pressure user workflows.
Agent Involvement is Critical
Regular feedback sessions with agents throughout the design process led to more intuitive workflows and higher adoption rates.
Start Simple, Iterate Fast
Launching with core features first allowed us to gather real usage data and prioritize enhancements based on actual needs.
Mobile Optimization Matters
15% of agents used tablets during breaks, making responsive design crucial for consistent experience across devices.
Content Management is Key
Success heavily depended on establishing clear processes for keeping scripts and resources current and accurate.
Roadmap & Future Enhancements
Based on user feedback and evolving needs, we've outlined a comprehensive roadmap for continued platform enhancement and expansion.
Phase 2
Q2 2025
Reduced typing errors
Faster response times
Maintained compliance
Phase 3
Q4 2025
Integration with CRM systems
Multilingual support
Voice-to-text capabilities
Phase 4
Q2 2026
Predictive content recommendations
Automated quality scoring
Advanced workflow automation
Project Impact Summary
Navigator HUB successfully transformed how live-chat agents serve patients, resulting in faster response times, higher satisfaction rates, and improved operational efficiency across the medical facility.
85%
Reduction in Response Time
92%
Agent Satisfaction
78%
Improved Patient Experience