Chatbot Content Design at Dept. of Veterans Affairs (VA)
CHALLENGE
Give Veterans a more satisfying answer to the question: “What’s my disability claim status?”
SOLUTION
Implement user-friendly and digestible language. Include all relevant user information proactively.
HOW I HELPED
Collaborated with developers and engineers to discover new data points to surface to the user
Developed new copy for A/B testing, and synthesized research findings into copy requirements.
Team: Booz Allen Hamilton
CHALLENGE
Improve the chatbot’s farewell message for the claims experience by prototyping integrations with phone agents and other VA conversational channels.
SOLUTION
Create informative and concise copy and design that directs users to other relevant channels if they require more help.
HOW I HELPED
Assisted developers and engineers to map possible integrations from the chatbot to VA call centers and other self-service channels, like Ask VA.
Wrote copy for the farewell message and introduced two versions for mobile vs web, which included button integrations for mobile.
Team: Booz Allen Hamilton
The original content was formatted based on API field names and lacked certain data points. I introduced new claims data points (# of claims, illnesses, and average # of days to complete) into a column layout with bolded categories.
The original experience doesn’t support any integrations and doesn’t provide a call center number upfront. Our suggested prototype included the call center phone number and hours of operation for claims, and buttons for mobile users to immediately start a call.