Problem: A new agentic AI platform built for Horizon Blue Cross Blue Shield hospital staff was approaching launch, but the experience lacked clarity in critical workflows. Users struggled to understand what different agents could do, how to configure them, and where to begin.

Role: Product Designer — I was brought in to audit the existing experience, identify high-impact usability improvements, and work directly with engineering to refine onboarding, agent creation, and workflow clarity before launch.

Team: Engineers, Business Stakeholders, Client Stakeholders

Outcome: Improved onboarding clarity, simplified agent setup flows, clarified system terminology, and introduced stronger guidance around agent capabilities and behavior.