I led the work to translate that strategy into a future-state Care Hub experience that could support both anonymous and logged-in users, align with the evolving CMS redesign, and create a more unified framework across tools, content, and branded interactions. The concept work established human-centered objectives around intuitive, frictionless use, ease of information access, and clear steps to care, and then carried those principles into care-hub wireframes, concept flows, promotional planning, and content strategy. It also gave Novant a brand-consistent direction for how design, messaging, and utility could work together across the experience.
The engagement also laid the groundwork for Ask Abby to serve as a more integrated conversational layer within that ecosystem. I helped shape the strategic groundwork for persona, voice, and tone; conversational framework; placement; and future-state interaction design, so the chatbot could evolve into a more helpful, empathetic, and context-aware voice interface. The work was partially implemented, informed the future-state roadmap and CMS redesign, supported the Care Hub launch direction, and helped secure executive buy-in around a more unified digital-care model.