Secure Nurse Chat
The Secure Nurse Chat empowers Florida Blue members with confidential, real-time access to licensed nurses for personalized health guidance and support. Designed with privacy and ease of use in mind, this feature leverages generative AI to enhance conversations by providing intelligent, context-aware responses that assist nurses in delivering clear, empathetic communication. By integrating seamless, secure messaging within the member portal, Florida Blue enhances member engagement and trust, enabling timely advice that supports better health decisions. Close collaboration with clinical and technical teams ensured compliance with healthcare regulations while maintaining a user-friendly experience. This service strengthens Florida Blue’s commitment to accessible, member-centered care through innovative digital solutions powered by advanced AI technology.
Project Overview
The Secure Nurse Chat project was developed to provide Florida Blue members with a confidential, easy-to-use digital channel for direct communication with licensed nurses and Generative AI simultaneously.
My Role
Interaction Design, User Testing, Visual Design, UAT Support, Execution Support
Teammate(s)
Lead Visual Designer: Lauren Leonard
Duration
4 weeks
Deliverables
Wireframes, Prototype for testing, Final version to devs
Setting the Stage
Florida Blue is committed to providing members with accessible, personalized healthcare support that fits seamlessly into their busy lives. Recognizing that members increasingly prefer convenient, digital access to trusted health advice, Florida Blue saw an opportunity to enhance member care beyond traditional channels like phone or in-person visits. At the same time, ensuring the privacy and security of sensitive health information remains a top priority.
To meet these needs, Florida Blue developed the Secure Nurse Chat—a secure, easy-to-use digital platform connecting members directly with licensed nurses for real-time, confidential health guidance. By incorporating advanced generative AI, the chat experience empowers nurses with intelligent, context-aware assistance, improving the quality and speed of responses. This innovative solution supports Florida Blue’s mission to deliver member-centered care that is both efficient and compassionate, reinforcing trust and engagement through cutting-edge technology.
Initiating User Testing
To ensure the Secure Nurse Chat meets the needs and expectations of Florida Blue members, we conducted comprehensive user testing focused on usability, privacy confidence, and overall experience. This testing involved real members interacting with the chat in realistic scenarios, allowing us to gather valuable feedback on clarity, ease of use, and responsiveness. Insights from these sessions helped identify opportunities to refine the conversational flow, improve AI-assisted responses, and reinforce trust through transparent privacy measures. By centering user voices early in the development process, Florida Blue ensures the Secure Nurse Chat delivers a seamless, secure, and supportive health communication experience.
Documenting UI Pattern
Since we partnered with third party vendor Pager to implement generative AI to upgrade existing chatbot we had, we documented all the UI upgrades to meet branding standard.
Final Takeaway
Designing the Secure Nurse Chat required a thoughtful balance of privacy, empathy, and technological innovation. Prioritizing clear, compassionate communication helped create a welcoming environment for sensitive health conversations. Close collaboration with engineering and clinical teams ensured the solution was both secure and practical, while integrating generative AI enhanced nurse support and responsiveness. Focusing on user feedback throughout development allowed us to refine usability and build trust. Ultimately, this experience reinforces Florida Blue’s commitment to accessible, member-centered care delivered through secure, intuitive digital solutions.