Clipboard Health
Clipboard Health is a two-sided marketplace that connects healthcare facilities with qualified professionals.
As a Product Designer, I create internal tools and customer support experiences that make complex systems cleaner, faster, and easier to use for both employees and users.
Help Center
AI Bulk Audit Tool
Chatbot
Oracle
Help Center
I lead the ongoing redesign of Clipboard Health’s public Help Center for workers, a key self-service resource that empowers users to find answers independently and reduces demand on support teams.
Improved self-service outcomes by overhauling the information architecture and layout so users could locate relevant articles more efficiently without escalating to live support.
Refined navigation and visual design to create a clearer, more consistent experience aligned with brand & accessibility standards.
Oversaw end-to-end implementation in Zendesk, partnering with content and development teams to ensure design quality and functional accuracy in production.
AI Bulk Audit Tool
I lead the design of a new internal tool that leverages AI to analyze and classify support tickets in bulk, turning manual audits into scalable, research-ready datasets.
Identified a critical operational gap in ticket analysis and proposed an AI-driven solution to automate manual auditing.
Collaborated with engineers to design a responsive, intuitive interface that made large-scale data review accessible to non-technical users.
Enabled faster insights and data-backed decisions, allowing the team to refine chatbot routing and reduce recurring support issues.
This project includes confidential material and is available privately upon request.
Chatbot
I redesigned Clipboard’s worker support chatbot to improve usability and reduce unnecessary escalations between teams.
Reduced escalations by 70% through a research-led redesign of routing logic and introduction of a secondary menu that better guided users to the right support path.
Partnered with engineering to design, build, and test a fully reimagined interface with clearer navigation, improved readability, and stronger visual hierarchy.
Although the new interface was not deployed, the routing redesign remains in use and continues to save time for both customers and internal teams.
This project includes confidential material and is available privately upon request.
Oracle
I redesigned Clipboard Health’s Oracle tool, a critical internal system that unifies customer and operational data to streamline ticket resolution and ensure agent efficiency.
Improved system performance by partnering with Engineering and Knowledge Ops to audit and streamline data sources, cutting redundant fields and reducing load times.
Increased agent efficiency by overhauling the information architecture and visual hierarchy, enabling faster scanning and more intuitive workflows.
Earned a 9/10 satisfaction rating from agents for clarity, navigation, and alignment with daily tasks.
This project includes confidential material and is available privately upon request.
