A custom CRM platform designed to help Nura’s telecalling team manage leads, follow-ups, and appointment bookings for preventive cancer screening while maintaining the premium experience expected from a healthcare brand.
Client
NURA
TIMELINE
2025 - Present
MY ROLE
Lead Product Designer
TEAM
+2
To build a unified CRM that helps Nura’s telecalling team manage leads, follow-ups, and appointments in one place. The goal was to improve efficiency while keeping conversations personal and aligned with Nura’s premium healthcare identity.
Agents relied on multiple tools and spreadsheets to track calls and leads.
This fragmented process caused lost information, delayed follow-ups, and missed opportunities to convert inquiries into appointments.
I focused on three key areas of design: creating modular dashboards for different user roles, integrating AI-driven assistance for smarter calling experiences, and improving visibility across lead management workflows.
The CRM was designed with modular dashboards that adapt to each user type, showing only relevant data and actions.
A dedicated quick action section highlights upcoming tasks and follow-ups for the next hour, helping agents stay focused and ensuring no leads are missed.
We designed a call interface that uses AI to guide telecallers during conversations. It provides contextual scripts based on customer history, learns frequently asked questions, and refines information flow over time.
This helped agents maintain consistent, informed communication while keeping the tone empathetic and aligned with Nura’s brand.
As the project continues, modules for admins and management are being designed to extend visibility and control across teams. This ongoing phase ensures the CRM scales effectively with Nura’s growing operations.
The CRM designs are currently in the development phase. Once deployed, the system will be tested with Nura’s telecalling team to measure efficiency, track booking conversions, and gather insights for a V2 design revision.
I continue to collaborate with the product and engineering teams to ensure smooth implementation and prepare for post-launch refinements.
