Team HUB
Internal Enterprise Platform / Case Study / Multi-year, iterative (5 years, 2025)
Overview
A centralized knowledge platform built to support hospital care advocates during real-time patient conversations.
The Concept
Unlike a traditional design project, Team HUB was designed, built, and iterated while I was actively working as a live chat agent handling the same patient conversations the tool was built to improve.
Over five years, it evolved from a personal reference sheet into a full internal platform used across the team.
The Solution
Team HUB consolidated chat scripts, workflows, contact directories, and portal navigation guides into a single platform, designed to be used while actively chatting with patients.
Living script database with scenario-based organization, usage tracking, and one-click copy. Content updated continuously as services changed.
Impact
As Team HUB matured, it delivered measurable improvements across efficiency, quality, and satisfaction.
Final Thoughts
The project that changed my career.
Team HUB started as a survival tool. I was a live chat agent drowning in scattered information, and I built something to help myself work faster.
Watching my teammates adopt it, rely on it, and eventually depend on it showed me what product design actually is: solving real problems for real people, then making the solution better every day.
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.
