UX/UI DESIGN · CONVERSATION & CHAT INTERFACE · THIRD-PARTY VENDOR DELIVERY
Government Agency — Rule-Based Chatbot System
THE SITUATION
A government agency needed to automate its most repetitive citizen queries — FAQ-style questions that were either handled manually or not addressed at all. My team was brought in as a third-party vendor within a larger digital ecosystem project, responsible for designing our own chatbot system end-to-end.
THE WORK
A complete chat UI and journey map, delivered as part of a larger vendor ecosystem — turning a government agency’s FAQ backlog into an automated, structured conversation a citizen could actually navigate.
THE CHALLENGE
Rule-based chatbots live or die on structure, not novelty. There’s no AI improvising its way out of a bad flow — every path a user might take has to be mapped, every FAQ has to earn a clear place in the conversation, and every dead end has to be designed out before launch. Get the structure wrong, and you’ve just built a slower, more frustrating version of a search bar.
WHAT I DID
- Mapped the full user journey sitemap — every path a citizen could take through the chat experience, from entry to resolution
- Designed the chat window interface — layout, message states, interaction patterns
- Converted static FAQ content into structured, rule-based conversation logic — automatic, navigable, no dead ends
