Novant Health Now: GTM, Care-Hub UX, and Voice Agent UX

Novant Health set out to modernize patient access and engagement through digital platforms. I led the go-to-market strategy and experience design for the Novant Health Now initiative, including virtual care, care-hub UX, and conversational voice-agent interfaces. Our goal was to give patients seamless ways to schedule visits, access care, and get answers—whether online, on mobile, or through voice-powered tools. As consulting lead for strategy, content, UX, and design, I helped shape Novant Health Now, a digital platform intended to provide patient navigation, content, and tools for a clearer path to care. The work included platform strategy, naming, messaging, UX architecture, journey flows, design direction, wireframes, stakeholder alignment, and delivery planning. The goal was to make it easier for people to find care, understand options, and connect with the right services through clearer messaging, stronger navigation, and better cross-channel coordination.

My work spanned user journey mapping, interface design, and cross-team collaboration with clinicians, IT, and operations. We developed care-hub dashboards, streamlined appointment scheduling, and integrated voice agents to answer questions and triage patient needs. These solutions improved provider efficiency and gave patients greater confidence in navigating their healthcare. Novant Health’s digital transformation was recognized as a model for patient-centered innovation in the industry.

The project also set the stage for Ask Abby to become a more integrated conversational feature. I helped define strategy for persona, voice, tone, conversation framework, placement, and future interaction design so the chatbot could become more helpful, empathetic, and context-aware. The work was partly implemented, influenced the future roadmap and CMS redesign, supported the Care Hub launch, and helped secure executive support for a more unified digital care model.