End to end delivery of services enhanced by AI

Nortal. June 25 - Jan 26.

Design and delivery of AI enhanced documents attestation service

Delivered an end to end service integrated into a single platform that offered a seamless experience for end users, powered by an AI assistant.

Business and customer experience outcomes

78% increase in clarity

50% estimated reduction of in person support

End users experienced high levels of frustration in waiting times to obtain their documents’ attestation certificate.

We made improvements to the journey and to the customer experience process in order to reduce the need for customer support and the waiting times in obtaining their documents.

Approach

5 rounds of user testing and workshops with product teams and technical architects

We worked together with the product designer, the data and the technical architect to make improvements to the customer experience

I guided the content design and usability of the front end journey.

I made decisions based on feasibility and performance metrics of the main portal to determine how people entered the service.

Key Results and Learnings

Improvements on the front end led to a better experience for employees

Even though the focus of this project was on front end improvements, it was clear that a shorter journey and clearer content led to reduction of queries impacting the internal processes.

The main outcome was the alignment of the architecture underpinning the service, and the ability to make improvements by applying pragmatism to design decisions.