Project overview
Health guides were switching between Gmail and our internal tool to handle customer emails—replying in Gmail, then manually copying conversations back to create tickets. I integrated email functionality directly into the tool, giving guides one centralized workspace to respond and manage all customer requests.
Solution Preview 1
Email conversations that feel as natural as chat, with AI-assisted ticket creation process.
Solution Preview 2
One dashboard for all customer communication—health guides can initiate chat or email and use customer's preferred contact method.
Problem
Design Challenge
Design Strategy
When brainstorming solutions, my PM's first instinct was simple—just copy Gmail's experience and drop it into our tool.
But as I think about it more, I realize this approach created new problems:
Instead, I proposed a holistic solution: a unified inbox that consolidates all communication channels—emails, chats, and SMS—into a single timeline view.
Engineers noted that the tight timeline imposed technical limitations, prompting me to make design tradeoffs to simplify the solution.
Define MVP
I iterated the design to align with our MVP approach—one channel per conversation—while maintaining the foundation for our unified vision.
Feedback Loop
I facilitated multiple design reviews with health guides, iterating based on their feedback and discovering additional areas for enhancement.
Next, I conducted a security review with our Security lead to ensure the design can meet all compliance requirements.
Post MVP
3rd party email
Allow health guides to manage third-party emails through a structured workflow: identify relevant members, attach emails to their tickets, and forward communications.
Impact
100% sensitive documents sent via internal tool
Improve email response time by 10%
0 email related HIPAA incidents