Three problems, and what changed

A live call is no place to hunt for information. I audited five specific failures, then rebuilt the console around the thirty seconds an agent is actually living in — the checklist, the transcript, and the next thing to say.

Clinicians couldn't tell whether they qualified without reading the rulebook. I rebuilt the information architecture around the five questions they actually ask, and surfaced eligibility and application paths at the top.

One admin running more than a thousand venues on an offline system. We went and watched a shift before anyone drew a screen — and the brief changed as a result.