Define the problem
- Worked with VA leadership and product teams to refine the project scope, focusing on understanding the current user and technical state.
- Conducted analysis of related services across the agency and private sector products.
Department of Veterans Affairs
Chatbot to Live Chat Transfer
//Research & design
Three disparate Live Agent systems were creating inconsistent, frustrating experiences for Veterans seeking support on claims, health information, medical assistance, and women-centered services.
- Role
- UX Strategy & Research Lead — HCAI SME
- Engagement
- 3 months for strategy delivery
Process01 02 03 04
Run a study
- Designed a user study using a dual-track approach — interviews plus prototype testing — to address timing and budget constraints.
- Delivered Figma prototypes, a moderator guide, and recruited participants.
- Facilitated a 2 week study.
Build strategy
- Partnered with development and Machine Learning to use an algorithm to extract and tag insights for analysis.
- Facilitated Mural workshops to create an affinity map identifying 5 core insights.
- Compiled insights incorporating findings from development and ML teams into a cohesive action plan for the client team.
- Developed a future state user journey map.
Deliver value
- Reported on research findings outlining future-state solutions based on collected data and client objectives.
- Led briefing with leadership walking them through rationale, strategy, and tactical approach.
- Delivered user-validated prototypes ready for development handoff.
Service blueprint & go-to-market strategy5 user insights & 8 behavioral themes3 months to strategy delivery
Impact & Outcomes
- +Saved client money and earned a project extension.
- +Long-term and short-term product strategy grounded in data and Veteran insights.
- +Service blueprint outlining current state the client team could own to build strategy for future solution.