Labcorp

The problem

One app, every caller, every use case.

Over 1,000 agents take calls from labs, patients, doctors and medical admins in one application. The goal was to cut handle time and raise successful resolutions.

My role

Senior UX on the agent application.

I worked with business analysts, agent stakeholders and engineering on call flow, controls and platform-wide systems.

The constraint

Amazon Connect doesn't do everything a call center needs.

It has no voicemail or direct dial-in. Each internal system also had its own timeout rules.

What I did

Call flows tested until they broke.

I ran hold, 3-way, consult and transfer flows until the irregularities showed, then redesigned them with BA and engineering.

Dialer in its own window.

The dialer and contact book moved into a floating window, so the main view stays on the caller.

Voicemail and direct dial-in.

Supervisors assign DID extensions, and voicemail lands in daily follow-ups with a heard/unheard count.

Specimens tracked end to end.

More back-end data is exposed, so agents can follow orders and specimens from hospital to lab to delivery.

One app for access tokens.

It manages permission-level access across Labcorp's internally built applications.

Notifications outside the call.

A platform-wide notification system that works whatever the agent's call state.

One timeout model.

Many systems' timeouts were unified, with notice and next steps when an agent times out.