Challenge: Florida Blue members struggle when they cannot find information or complete tasks on the website.
Impact: The moment members could point at the problem instead of describing it, the entire support conversation changed.
Challenge: Legacy automated voice lines led to severe drop-off rates due to dead-ends and lack of contextual guidance.
Impact: Developed a responsive multimodal IVR logic map that streamlined transfers and kept users clearly informed.
Challenge: Anxious healthcare patients faced disjointed treatment portals and confusing insurance tracking layouts.
Impact: Redesigned mobile health flows, yielding clearer status feedback on diagnostic steps and medical coverage.
Challenge: Mothers in underserved areas experience heightened risks due to fragmented social, geographic, and economic barriers.
Impact: myJourni bridges these gaps with proactive, AI-informed community and clinical connections, building direct trust.
Challenge: Manual paper enrollment is slow, error-prone, and clinically risky which lead to missing coverage, delayed claims, and security risks.
Impact: Re-engineered the process into an intelligent, dual-layer validated OCR & LLM system with strict human oversight-dropping processing times by 80%.