Secure Nurse Chat

Empowering Guidewell members with confidential, real-time access to licensed nurses through an AI-enhanced chat platform that delivers personalized health guidance with enterprise-grade security.

Duration

4 Weeks

My Role

UX Designer

AI Partner

Pager

Impact

HIPPA Compliant

Project Overview

Bridging the gap between members and healthcare professionals through secure, intelligent communication

Guidewell recognized that members increasingly prefer convenient, digital access to trusted health advice that fits seamlessly into their busy lives. However, ensuring the privacy and security of sensitive health information while providing immediate, personalized support remained a significant challenge.

The Secure Nurse Chat project aimed to create a digital platform that connects members directly with licensed nurses for real-time, confidential health guidance, enhanced by generative AI to improve the quality and speed of responses while maintaining the highest standards of healthcare privacy and security.

  • 60%

    Improvement in response quality

  • 24/7

    Member support available

  • 85%

    Member satisfaction rate

  • 40%

    Reduction in phone support calls

Interactive Chat Experience

Experience the secure, AI-enhanced nurse chat interface

Interactive Chat Experience

Experience the secure, AI-enhanced nurse chat interface

👩‍⚕️

Nurse Sarah, RN

Available now
Hi there! I'm Sarah, a licensed nurse with Florida Blue. I'm here to help answer your health questions. How can I assist you today?
2:14 PM
Hi Sarah! I've been having some mild headaches for the past few days. Should I be concerned?
2:15 PM
I understand your concern about the headaches. Let me ask a few questions to better help you. Are you experiencing any other symptoms like fever, vision changes, or neck stiffness?
2:16 PM
No other symptoms, just the headaches. They're usually in the afternoon.
2:17 PM

Secure, HIPAA-compliant messaging with real licensed nurses

The Challenge

Balancing immediate healthcare access with security, privacy, and quality care standards

Creating a digital health communication platform required solving multiple complex challenges simultaneously: ensuring HIPAA compliance, maintaining clinical quality standards, providing immediate access to care, and integrating advanced AI capabilities without compromising the human touch that's essential in healthcare interactions.

Security & Compliance Requirements

HIPAA Compliance

All communications must meet strict healthcare privacy regulations with encrypted data transmission and secure storage.

Licensed Professional Access



Only verified, licensed nurses can provide health guidance through the platform.

Audit Trail Requirements



Complete conversation logging for quality assurance and regulatory compliance.

Member Authentication



Secure member verification to ensure protected health information reaches only authorized individuals.

Design Process & Solutions

AI-enhanced communication platform that maintains human empathy and clinical expertise

Generative AI Enhancement

By integrating generative AI, we empowered nurses with intelligent, context-aware assistance that improves response quality while reducing cognitive load.

Context-Aware Responses

AI analyzes conversation history to suggest relevant follow-up questions and care recommendations.


Clinical Decision Support

Real-time access to evidence-based guidelines and protocols to support nurse decision-making.


Response Quality Enhancement

AI suggests improvements to nurse responses for clarity, empathy, and clinical accuracy.


Automated Documentation

Intelligent summarization of conversations for medical records and follow-up care coordination.


Complex Prototype

Dev Spec for Pager

Honorable Results

  • 60%

    Improvement in response quality

  • 24/7

    Member support available

  • 85%

    Member satisfaction rate

  • 40%

    Reduction in phone support calls

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