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Client & Its Goals

As a leader in the industry, CVS Health raised the standard in care and customer service, especially during the pandemic and the rise of enhanced virtual solutions.

Project Overview

The company continued to integrate AI and digital products into its ecosystem, but there was no documented guidance on best practices and scripting principles.

Role

As the Conversation Designer with a specialization in UX writing, I authored key chapters of the UX Style Guide to establish the voice and tone of all of CVS Health's AI personas and to provide guidance for all current writers.

No documented guidance on UX best practices and scripting principles

As a leader in the industry, CVS Health raised the standard in care and customer service. The company continued to integrate AI and digital products into its ecosystem, but there was no documented guidance on best practices and scripting principles.

To publish this foundational document for the company's culture, I collaborated with other UX/CX design team members on frameworks, implementation and development processes, and best practices for an agile environment.

I authored key chapters of the UX Style Guide to establish the voice and tone of all of CVS Health's AI personas and to provide guidance for all current writers.

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Stephanie H., Digital UX Design, Manager

"Chelea excels in communication, customer service and relationship-building. Her conflict resolution skills and strategic influence were invaluable assets to the team. She also demonstrated strong project management capabilities, ensuring that all aspects of the project were well-coordinated and executed smoothly."
Leadership & Impact

Sometimes people can find it frustrating when rules and guidelines are not documented. But I always find it a privilege to set a precedent as a company embarks on new, trendsetting initiatives that will inevitably impact the community. I have demonstrated leadership in driving design and scripting concepts that help refine and drive near-term and long-term strategies.

Chelea Lanham, MSHC
  • LinkedIn
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