AbilityPath - AI Intake Assistant
A Supportive AI that Helps Families find the Right Next Step
Real ROI
Real ROI
Real ROI
The Impact of Transforming Your Operations
24/7
Availability
Support whenever families/participants need it
ASAP
Instant Response
From inquiry to entrance eligibility and program match
20+
Hours Saved per Month
Non-productive calls removed from staff workload
24/7
Availability
Support whenever families/participants need it
ASAP
Instant Response
From inquiry to entrance eligibility and program match
20+
Hours Saved per Month
Non-productive calls removed from staff workload
24/7
Availability
Support whenever families/participants need it
ASAP
Instant Response
From inquiry to entrance eligibility and program match
20+
Hours Saved per Month
Non-productive calls removed from staff workload
Features
Features
Features
AI features built to support intake, clarity, and care
Automated 24/7 Intake
Automatically captures structured interest forms from calls, chats, and texts
Automated 24/7 Intake
Automatically captures structured interest forms from calls, chats, and texts
Automated 24/7 Intake
Automatically captures structured interest forms from calls, chats, and texts
Smart Program Matching
Analyzes each individual's needs and circumstances to recommend the most suitable programs
Smart Program Matching
Analyzes each individual's needs and circumstances to recommend the most suitable programs
Smart Program Matching
Analyzes each individual's needs and circumstances to recommend the most suitable programs
Sesure, Clear, Accessible
HIPAA-compliant, minimal-info intake with fast emergency escalation, smart call transfer, and multilingual support
Sesure, Clear, Accessible
HIPAA-compliant, minimal-info intake with fast emergency escalation, smart call transfer, and multilingual support
Sesure, Clear, Accessible
HIPAA-compliant, minimal-info intake with fast emergency escalation, smart call transfer, and multilingual support
Human Handoff Built-In
Staff can review, step in, or follow up with full context from the AI conversation.
Human Handoff Built-In
Staff can review, step in, or follow up with full context from the AI conversation.
Human Handoff Built-In
Staff can review, step in, or follow up with full context from the AI conversation.
Clear Next Steps
Automatically sends call summaries and program details by text after each interaction.
Clear Next Steps
Automatically sends call summaries and program details by text after each interaction.
Clear Next Steps
Automatically sends call summaries and program details by text after each interaction.
Intake Insights
See call trends, intake activities, and cases that need follow-up all in one place.
Intake Insights
See call trends, intake activities, and cases that need follow-up all in one place.
Intake Insights
See call trends, intake activities, and cases that need follow-up all in one place.
Design Process
Design Process
Project Overview
AbilityPath is a Bay Area nonprofit dedicated to supporting people with developmental disabilities throughout their lives, serving about 1,500 individuals weekly across 13 locations.
Year
2025-2026
Year
2025-2026
Year
2025-2026
Role
Product Designer
Role
Product Designer
Role
Product Designer
Team
Me /Product Designer • Lena Li /PM • Suyang Chen /Engineer
Team
Me /Product Designer • Lena Li /PM • Suyang Chen /Engineer
Team
Me /Product Designer • Lena Li /PM • Suyang Chen /Engineer
Company
AbilityPath
Company
AbilityPath
Company
AbilityPath
Chanllenges
AbilityPath’s intake is fragmented across calls, emails, and disconnected tools, forcing staff to manually triage incomplete information and repeat the same work. This slows time-to-service, increases mismatches, and contributes to staff burnout while eligible families wait or drop off.
Key Design Responsibility
Designed a phone-based AI intake service that collects information, sets expectations, and routes cases to human support when needed.
Defined conversational UX and trust boundaries, including anonymous intake, escalation rules, and human handoff for sensitive cases.
Designed an intake insights dashboard to help staff monitor calls, review flagged cases, and oversee AI behavior.
Translated real intake workflows into decision logic and metrics in partnership with operations and social workers.
Chanllenges
AbilityPath’s intake is fragmented across calls, emails, and disconnected tools, forcing staff to manually triage incomplete information and repeat the same work. This slows time-to-service, increases mismatches, and contributes to staff burnout while eligible families wait or drop off.
Key Design Responsibility
Designed a phone-based AI intake service that collects information, sets expectations, and routes cases to human support when needed.
Defined conversational UX and trust boundaries, including anonymous intake, escalation rules, and human handoff for sensitive cases.
Designed an intake insights dashboard to help staff monitor calls, review flagged cases, and oversee AI behavior.
Translated real intake workflows into decision logic and metrics in partnership with operations and social workers.
Chanllenges
AbilityPath’s intake is fragmented across calls, emails, and disconnected tools, forcing staff to manually triage incomplete information and repeat the same work. This slows time-to-service, increases mismatches, and contributes to staff burnout while eligible families wait or drop off.
Key Design Responsibility
Designed a phone-based AI intake service that collects information, sets expectations, and routes cases to human support when needed.
Defined conversational UX and trust boundaries, including anonymous intake, escalation rules, and human handoff for sensitive cases.
Designed an intake insights dashboard to help staff monitor calls, review flagged cases, and oversee AI behavior.
Translated real intake workflows into decision logic and metrics in partnership with operations and social workers.
Target Users
Parents/guardians ages ~50–70
Services
Day Programs (Adults 22+)
Social Recreation (Teens & Young Adults)
Employment Services (250+ employed; ~90% retention)
Target Users
Parents/guardians ages ~50–70
Services
Day Programs (Adults 22+)
Social Recreation (Teens & Young Adults)
Employment Services (250+ employed; ~90% retention)
Target Users
Parents/guardians ages ~50–70
Services
Day Programs (Adults 22+)
Social Recreation (Teens & Young Adults)
Employment Services (250+ employed; ~90% retention)
