MTM - Call Center Ride Booking Experience

MTM, Inc. is a healthcare transportation management company that coordinates non-emergency medical transportation (NEMT), helping members schedule rides to medical appointments through a nationwide contact center and digital booking platform. As a UX Designer on the Intake Team, I worked on the internal application used by customer care representatives to book rides over the phone. This project focused on optimizing the ride booking experience by identifying workflow bottlenecks, reducing manual effort, and designing solutions that improved efficiency while maintaining a high-quality member experience.

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