Project GOAT – AI-Enabled Learning Platform (Enterprise UX)

  • Role

    UX Lead/Product Designer

  • Tools

    Figma, Miro, Jira, Microsoft word, & Microsoft powerpoint

Overview

Project GOAT is an AI-powered learning and coaching platform designed to support customer service representatives at CVS from onboarding through continuous development.

The platform acts as a digital learning companion, providing structured training, real-time assistance, and escalation pathways to human experts when needed.

This initiative introduced a new AI-driven companion within the platform, shifting from manual training to a scalable intelligent system.

Target Users

The platform was designed to support three primary user groups, each with distinct needs and responsibilities

Learners

Primary users on the platform, responsible for onboarding and continuous development

Needs:

  • Clear structured learning pat

  • Real-time assistance while performing tasks

  • Visibility into progress and performance

  • Quick access to help when blocked

Design Focus:

  • Simplified dashboard

  • AI-Assisted guidance

  • Personalized Learning Journeys

Trainers (Subject matter experts)

Responsible for guiding learners, resolving

escalations, and ensuring knowledge accuracy

Needs:

  • Visibility into learner progress and challenges

  • Efficient handling of escalations

  • Ability to provide timely, contextual support

  • Insights into knowledge gaps

Design Focus:

  • Escalation management workflows

  • Communication touchpoints

  • Performance visibility

Admins (program/operations managers)

Oversee the learning ecosystem, ensuring alignment with business goals and performance metrics

Needs:

  • Monitoring system performance and engagement

  • Managing learning content and structure

  • Tracking completion rates and effectiveness

  • Ensuring scalability across teams

Design Focus:

  • System-level dashboards

  • Analytics and reporting

  • Content workflow management

  • 1. Problem Framing

    Identified gaps in onboarding and learning workflows

    Mapped end-to-end user journey

  • 2. System Design

    Defined platform structure and hierarchy

    Designed scalable IA and interaction models

  • 3. Interaction Design

    Designed dashboard-first experience

    Integrated AI into user workflows

    Created escalation pathways

  • 4. Iteration & Feedback

    Provided continuous UX feedback

    Aligned designs with stakeholder expectations

    Improved usability through iterative refinement

Responsibilities and accomplishments

✅ UX Leadership & Ownership

  • Led the UX workstream for a net-new AI learning platform, shaping the overall user experience strategy

✅ System Thinking & Architecture

  • Defined scalable information architecture and learning workflows for a complex enterprise system

✅ AI Integration in UX

  • Designed interaction patterns for AI-assisted learning and real-time support, enabling a new learning paradigm

✅ Cross-Functional Impact

  • Influenced product direction through UX feedback, workshops, and stakeholder collaboration

✅ Experience Transformation

  • Helped transition from manual training → AI-enabled learning ecosystem

User flows

Learning Journey Flow

AI Interaction flow

IA Diagram

Mockups

Note to Hiring Manager:

Due to signing an NDA (Non-Disclosure Agreement), the complete Wireframes and Prototypes cannot be shared.

Impact

  • Established a scalable UX foundation for AI-driven learning

  • Improved onboarding clarity and structure

  • Enabled real-time support and reduced dependency on trainers

  • Introduced a modern, AI-powered learning experience model

What I learned

  • Designing AI experiences requires balancing automation with human trust

  • Enterprise systems require clarity over visual complexity

  • Stakeholder alignment is critical when introducing new paradigms like AI learning

Next

TTS (Time to Serve)