Internal Tool
Design Rightway internal tool to allow more flexible ticket creation, boosting efficiency by 157%.
Project overview
Reimagine healthcare navigation workflows by decoupling rigid 1-1 ticket and chat relationships to enhance both operational efficiency and the consumer experience.
Solution 1
Enable Health Guides to add team members to conversations and easily route different health topics into focused chat threads.
Solution 2
Streamline ticket creation by allowing Health Guides to generate tickets from individual messages, with AI assistance for ticket type categorization, reply optimization, and translation.
Problem
Why this happened?
Rigid 1:1 relationship between tickets and chats. When ticket closes, chat automatically closes. No ability to track multiple issues within one conversation
Strategy Decision
To improve flexibility, we decided to decouple tickets from chats.
Here comes design challenge:
Design Process
Explore design options for more flexible tickets creation.
Iteration
Add a slide-out drawer to preview details before opening the full ticket.
Edge Case
What should Health Guides do if a member sends the request in the “wrong” place?
We can't prevent human error. How to create a simple way to route messages into a new chat?
Protoyping with V0.dev, but we can't take AI's idea blindly.
Implement subscriber functionality and message-level routing.
Enable Health Guides to add 'subscribers' (teammates within the same pod) into chats for enhanced visibility and collaboration, while also allowing individual messages to be moved between conversations. This design also ensures continuity of care when coverage is needed during PTO, which is a big pain point during the early interview session.
AI-powered Improvement
How can we leverage AI to improve efficiency further more?
Introduce automated ticket creation and AI-powered response assistance.
After reconsidering how AI could best support our workflow, I designed a system where AI suggests ticket subjects based on selected messages during ticket creation. This approach maintains Health Guide control while streamlining the process. Additionally, since we serve many Spanish-speaking members, I included a quick translation feature that enables Health Guides to communicate seamlessly in Spanish.
