Modernizing Healthcare Service Through Enterprise UX & AI Enablement

​​Enterprise UX · Salesforce Lightning · Healthcare · AI Agents · Microsoft Copilot · UX Governance · Accessibility
 

Modernizing a Complex Healthcare Service Experience

Customer Service Representatives needed to resolve complex member and provider inquiries while actively speaking with customers, requiring them to quickly locate information, understand claims and benefits, navigate healthcare servicing workflows, and determine the appropriate next action.
 

The GPS initiative sought to modernize these experiences by transitioning legacy QNXT workflows into Salesforce Lightning, creating a more consistent and human-centered enterprise servicing experience while supporting the complexity of healthcare operations.

 

What I Did

Leading UX Across the GPS Experience

As Lead UX Designer, I helped translate complex healthcare servicing requirements into intuitive Salesforce Lightning experiences centered around the needs of Customer Service Representatives. My work included journey mapping, workflow analysis, user flows, interaction design, prototyping, accessibility, stakeholder collaboration, and partnership with product and development teams throughout the delivery lifecycle.

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Because CSRs interact with the platform while actively assisting customers, I focused on reducing cognitive load, improving information hierarchy, simplifying navigation, and creating consistent interaction patterns that helped users locate information and complete tasks more efficiently.

Then introduce the second part of your contribution.

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Extending UX Through AI

Beyond the core GPS product, I identified an opportunity to improve how the internal project team accessed UX knowledge and created a dedicated UX/UI AI Agent using Microsoft Copilot.

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I designed the agent's behavioral framework, including response instructions, do's and don'ts, restrictions, guardrails, retrieval parameters, and knowledge boundaries and grounded it in approved resources such as the UI Library, UX/UI Playbook, design standards, and project documentation. I also led enablement sessions demonstrating UX best practices and teaching project teams how to effectively use the new AI capability.

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Outcome

The GPS transformation established a more modern and consistent foundation for complex healthcare servicing workflows within Salesforce Lightning, helping bring member, provider, claims, Medicare, and Medicaid experiences into a unified enterprise environment.

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Modernized Legacy Workflows
Helped transition complex servicing experiences from QNXT into a more consistent Salesforce Lightning environment designed around CSR workflows.

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Improved Experience Consistency
Established reusable UX patterns, standards, and guidance to support consistency across a large enterprise product and multidisciplinary delivery teams.

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Expanded Access to UX Knowledge
Created a conversational AI resource that allowed project team members to independently access approved UX/UI guidance, standards, and project knowledge.

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Introduced AI Governance
Defined behavioral instructions, guardrails, restrictions, knowledge boundaries, and retrieval parameters to help ensure the AI Agent provided grounded, appropriate guidance.

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Enabled AI Adoption
Led UX best-practice and AI Agent enablement sessions, helping project teams understand both how to use the new capability and when to use it appropriately.

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