Fraser Health Authority • 2025
Enhancing the way digital support teams respond to solutions
Duration: January – June
Role: UX/UI Designer
CONTEXT
Advance IT request management at Fraser Health
The Advance IT team at Fraser Health manages requests from staff regarding the Meditech Expanse platform, which supports healthcare information systems and data management.
The team supports a wide range of inquiries related to system functionality, onboarding, and troubleshooting, all of which require quick access to accurate and up-to-date documentation.
PROBLEM
Fragmented tools slow down IT support
- High volume and complexity of IT support requests.
- Manual searching through hundreds of pages of QRGs.
- Support materials scattered across multiple websites.
- The existing public chatbot offers limited scope and usefulness.
SOLUTION
A centralized AI-powered internal chatbot
- LLM-powered search across QRGs and internal documentation.
- Improved response time through conversational access to knowledge.
- Extended functionality of the legacy AVA chatbot, scoped for internal IT use.
RESEARCH & INSIGHTS
Understanding IT workflows and support needs
- Researched AI assistant interface best practices.
- Conducted stakeholder interviews with Advance IT managers and specialists.
- Audited the existing AVA chatbot to identify usability gaps.
How Might We...
…reduce time spent searching for support documentation?
…improve response time for high-volume IT requests?
…design an AI tool that integrates naturally into existing workflows?
IDEATION
Designing scalable AI-assisted support
- Conversational UI patterns for efficient information retrieval.
- Clear citation and source referencing for trust and accuracy.
- Flexible framework to support future expansion.
FINAL DESIGN
An AI chatbot embedded in daily IT workflows
- Integrated into Microsoft Teams for accessibility.
- Context-aware responses powered by internal documentation.
- Improved adoption through familiar tooling.
Projected Results
50% reduction in query resolution time.
Increased user satisfaction through faster access to information.
Scalable framework for future AI tools across Fraser Health.
KEY TAKEAWAYS
Reflection
This project reinforced the value of all-in-one platforms in streamlining workflows. Designing effective AI tools requires strong UX foundations, reliable data, and close collaboration with IT and data teams to ensure real-world usefulness.
