Team HUB
Product Designer · Internal Platform · 2021–2025
Overview
A knowledge platform for hospital care advocates, used in the middle of live patient conversations.
Over five years, Team HUB grew from my personal reference sheet into the platform my whole team relied on, every shift.
Concept
I was designing for users, while being one.
I built and iterated Team HUB while working as a live chat agent handling the same patient conversations it was built to improve. My research happened in real time: every hesitation, every live chat question, every spreadsheet kept open "just in case" became a database item.
One decision
Everything had to be readable in the seconds between messages.
That constraint shaped every screen: chat scripts with one-click copy, portal guides that mirror exactly what the patient sees, workflows for escalations, and a directory organized by region and time zone. If a feature slowed an agent down mid-conversation, it wouldn't be added.
Outcome
Five databases became one platform the whole team depended on.
As Team HUB matured, it delivered measurable improvements across efficiency, quality, and satisfaction, and it taught me what product design actually is: solving real problems for real people, then making the solution better every day.
From 5+ to 1
scattered resources replaced by one platform.
4 years
iterated in production
Every shift
in daily use across the team
The project that changed my career
"The most powerful design research isn't a phase, it's what happens when you're the user and the designer at the same time. Five years of building this system while using it daily taught me more about product thinking than any bootcamp or course could."
