Vision & Product Design
Summary
Northwell Health knew their call center operations needed transformation, but they lacked a clear vision for the future. I helped them define that vision, crafting AccessNet, a centralized platform designed to streamline operations, personalize patient experiences, and improve efficiency.
With approval in hand, I led the product and experience design for AccessNet, translating the vision into reality on Salesforce Service Cloud. This meant creating a seamless, patient-first experience that empowered call center agents to deliver faster, more personalized service while integrating Northwell’s many systems into a single, intuitive platform.
From high-level strategy to hands-on design execution, I helped turn an idea into an enterprise solution, redefining how Northwell’s call center operates and setting the foundation for a smarter, more patient-centric experience with a 17% productivity lift and 500% more chats.
