Summary

As Cedar expanded, our team saw an opportunity to improve Live Chat for both patients and support staff. Originally designed for quick interactions, the system struggled with prolonged wait times, making it harder for patients to get the help they needed.

To address this, my design introduced patient-friendly chat tree with FAQs, allowing for faster self-service and reducing the need for live agent intervention. At the same time, we optimized call center tools, making them more intuitive and efficient. This helped staff assist patients more effectively while reducing call times.